About the Role
I'm currently recruiting for a Business Analyst to join a growing technology organisation operating within the financial services and insurance technology space. This is an opportunity to join a centralised IT Operations function, helping improve application support, defect management and service delivery across a portfolio of business-critical software products. You'll act as the bridge between business stakeholders, product teams and engineers, ensuring operational issues are properly understood, prioritised and resolved. The position combines functional analysis, L1/L2 ticket triage, backlog prioritisation and defect release coordination. It's ideal for someone who enjoys investigating problems, working closely with technical teams and improving how applications are supported.
Responsibilities
•Manage L1/L2 functional ticket triage, investigating incidents and service requests.
•Identify whether issues require a functional resolution, data fix or technical escalation.
•Gather information, document defects and translate business issues into clear requirements and acceptance criteria.
•Prioritise defects and manage an operational backlog using a structured scoring approach.
•Coordinate defect releases and support functional testing and validation.
•Work closely with Product Owners, Product Managers and Engineering teams.
•Maintain functional documentation and contribute to service reporting and continuous improvement.
Requirements
•3+ years' experience in a Business Analyst, Functional Analyst or Application Support Analyst role.
•Hands-on experience with L1/L2 ticket triage and functional analysis.
•Experience using ServiceNow, Jira Service Management or a similar ticketing platform.
•Strong requirements gathering, problem-solving and stakeholder management skills.
•Understanding of ITIL principles, including incident, problem, change and release management.
•Excellent written and spoken English.
Nice to Have
•Financial services, insurance or another regulated environment.
•Application support within a software product environment.
•Exposure to Azure, .NET applications, defect management or release coordination.
•Experience with Confluence, service KPIs and operational reporting.
Conditions
•Permanent opportunity within a growing technology function.
•Hybrid working, with a minimum of 2 days onsite in Lisbon.
•Competitive salary and benefits, dependent on experience.
•The opportunity to contribute to the development of IT Operations and service delivery practices.
