Business Analyst

• Evaluate incoming incidents, determine business impact and urgency, and assign the appropriate priority level for response
• Partner with Engineering, Product, Support, and Operations teams to keep issue response aligned and moving toward resolution
• Monitor incidents from initial identification through closure, ensuring updates, ownership, and follow-up actions remain on track
• Review recurring production issues to identify patterns, operational risks, and opportunities for stronger controls
• Contribute to root cause investigations and help document findings, corrective actions, and lessons learned after incidents are resolved
• Maintain accurate incident records, timelines, and supporting documentation to preserve workflow quality and audit readiness
• Drive clear accountability across teams by confirming next steps, escalating blockers, and keeping stakeholders informed during active issues
• Use operational data such as logs, metrics, and alerts to support analysis and improve incident response effectiveness

• 3 to 7 years of experience in incident management, production support, business systems analysis, or a related operational function
• Background supporting live or high-availability systems, ideally within regulated industries such as banking, payments, fintech, or SaaS
• Strong verbal and written communication skills with the ability to make sound decisions in time-sensitive situations
• Proven ability to manage multiple active incidents at once while maintaining accuracy and attention to detail
• Experience working with operational data, including logs, metrics, and alert information, to assess issues and support resolution
• Familiarity with tools such as Salesforce, Jira, ServiceNow, and Confluence
• Understanding of incident severity frameworks and post-incident review practices
• Knowledge of APIs, integrations, batch processing, or transaction-based environments is a plus

Knowledge of APIs, integrations, batch processing, or transaction-based environments is a plus

• medical, vision, dental, and life and disability insurance
• 401(k) plan