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Operational Business Analyst & Incident Manager (Technology and Transformation)

7 hours, 31 minutes ago
Latin America
Contract
Mid Level
Business Analyst
Project and Program Management
CRM ERP
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NTT DATA

NTT DATA

NTT DATA GROUP CORPORATION is a global IT and business services provider headquartered in Tokyo, Japan. It offers a range of services including cloud, cybersecurity, data and intelligence, consulting, and managed services, and is managed under the NTT ...

IT Services
100K+
Founded 1988
View All Jobs 3

Description

  • Analyze and document business processes, workflows, and operational use cases.
  • Gather business requirements and translate them into functional recommendations.
  • Identify process improvements, system enhancements, and integration opportunities.
  • Create process maps, gap analyses, requirements documents, and recommendations.
  • Manage, investigate, triage, and prioritize incidents and service requests.
  • Coordinate incident resolution with technical teams, stakeholders, and support partners.
  • Track incidents through resolution and provide timely stakeholder communications.
  • Monitor support performance and produce operational dashboards, reports, and metrics.
  • Improve support processes, documentation, and knowledge management practices.
  • Collaborate with product teams, developers, and business stakeholders on service delivery initiatives.

Requirements

  • Bachelor’s degree in Business Administration, Information Systems, Engineering, Data Science, Economics, Technology, Operations Management, or a related field.
  • 3–5 years of experience in business analysis, operations analysis, application support, incident management, or a related role.
  • Experience in technology-driven, product-oriented, or operational environments.
  • Ability to manage multiple priorities and stakeholders simultaneously.
  • Strong analytical, problem-solving, organizational, and communication skills.
  • Experience gathering and documenting business requirements and translating business needs into actionable solutions.
  • Familiarity with ServiceNow or similar service management platforms.
  • Experience supporting enterprise applications, CRM, ERP, or operational systems.
  • Knowledge of incident management, service request processes, and support operations.
  • Business process improvement or digital transformation experience preferred; Spanish, Portuguese, or French proficiency is a plus.

Benefits

  • 100% remote work from LATAM while working EST hours.
  • One-year freelance assignment with possible extension.
  • Freelance rate of $27–$28 USD per hour, based on relevant experience.
  • Professional development and growth opportunities.
  • Opportunity to work on enterprise technology and transformation initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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