Support Business Analyst

Svitla Systems Inc. is looking for a Support Business Analyst for a full-time position (40 hours per week) in Mexico. Our client is a global, science-led biopharmaceutical company specializing in discovering, developing, and commercializing prescription medicines. They work alongside the world's leading academic and biotech research institutions to stimulate innovation and evaluate emerging technologies. The client operates in over 100 countries, and its innovative medicines are used by millions of patients worldwide. The Support Business Analyst performs business analysis activities related to supporting clinical studies using the platform (a clinical trial solution designed by patients, healthcare professionals, and the client to simplify the trial experience for all participants and help digitalize clinical trials).- Requirements:- Experience developing and/or configuring COTS solutions based on customer needs.- Strong engagement, communication, and stakeholder management skills, including excellent presentation and influencing skills.- Experience in software maintenance/help desk.- Understanding complex integrated systems, using creative and strategic thinking to deliver exceptional results.- Knowledge of Jira, Confluence, or similar tools.Responsibilities:- Perform request analysis and consulting ( internal or the project team requests consultancy).- Manage incidents by creating Jira tickets, reviewing incident details - description, priority, impact, solution functionalities- and communicating with third parties to clarify the incident.- Execute incident analysis, analyze end-user journey, review knowledge base articles, consult with SMEs on solution working methods, and study architecture and configuration specifics.- Identify and recommend appropriate solutions that fulfill the underlying needs of the end users. Gain knowledge of the system functionalities and the specific clinical studies configuration and architecture.- Communicate with third parties on clarifying incidents and internal teams on incident analysis, resolution, and progress updates with third parties and end users. Ability to communicate in a clear and structured way and with a high cultural sensitivity.- Document proficiently reported cases in a clear and structured way. Build resources for future incident handling. Document cases for further investigation by the client’s teams.- Process improvement. Proactively take actions to improve the team processes, partners' collaboration, and end users' experience.- Work collaboratively with:- DPS support team for incident reproduction, analysis, monitoring, communication, and process improvements;- SMEs for engineering teams on case analysis and resolution;- Third-party help desk for case clarification and communication;- Product owners and business analysts to understand existing functionalities;- Study Onboarding team on studies configuration and architecture setup;- Study Onboarding teams when dealing with escalations and process improvement needs;- Training team on improving training materials to decreasing amount of incidents;- Change management to ensure the delivery of potential fixes and communication on progress.Will be a plus:- Degree in relevant discipline or formal certification in business analysis practice.- Experience in healthcare and life sciences, preferably with clinical trials.- Experience working in a global organization with a complex/geographical context.- Experience working in a regulated environment, ideally, experience with GxP/SaMD.We Offer:- Work with #1 winner of the ‘Best Place to Code’ award- US and EU projects based on advanced technologies.- Legal IMSS contract and competitive compensation.- Annual performance appraisals.- Flexibility in workspace, either remote or in our welcoming office.- Remote work financial support.- Comprehensive medical insurance including family.- Life insurance, maternity policy, family days off.- Christmas Bonus in the amount of 30 days' salary.- Bonuses for recommendations of new employees.- Bonuses for article writing, public talks, other activities.- 15 vacation days, 25% vacations bonus, 11 national holidays.- English lessons and education with Udemy.- Free webinars, meetups and conferences organized by Svitla.- Monthly Pantry Vouchers, free office snacks, and drinks.- Fun corporate online\offline celebrations and activities.- Awesome team, friendly and supportive communityAbout Svitla:Svitla Systems is a global trusted IT solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, best known for its well-established remote culture, individual approach to our teammate’s professional and personal growth, and family-like environment.Since 2003, Svitla has served a wide range of clients, from innovative start-ups in California to me