BUSINESS ANALYST AND SERVICE SUPPORT ANALYST (HYBRID)Portuguese company hires for remote/hybrid work.CANDIDATES MUST LIVE IN LISBON/PORTUGALFLUENT PORTUGUESE AND ENGLISH (C1)SEND CV IN ENGLISHDescriptionContext:As a Business Analyst and Service Support Analyst, you will hold a pivotal position in the project. Your role encompasses active participation during the project's implementation phase and taking responsibility for Level 1, Level 2, and Level 3 support for post-Go-live. Reporting to the Product Owner, you will take on diverse responsibilities.Job DescriptionDuring the project:Participate in implementation workshops with our entities and the solution provider.Gain in-depth solution and process knowledge during the project to support its successful implementation.Assist in managing design workshops and configuring our new solution, ensuring it aligns with our requirements.Contribute to the development of a comprehensive testing strategy and support data migration from the old system to the new solution.Monitor and support all project deliveries and entity deliveries, data conversion activities, and detailed design integration requirements.Prepare test cases, conduct System Integration Testing (SIT), and support User Acceptance Testing (UAT).Create how-to solution documentation to assist users.Coordinate and support entity Train The Trainer and UAT activities.Assist the Product Owner in delivering the roll-in kit for future migrations.Collaborate with the Product Owner to draft post-Go-live procedures and define the post-Go-live service catalog.Maintain project documentation according to our standard processes, including configuration workbooks, requirement traceability matrices, and project management plans.Work closely with the internal integration team to ensure business requirements meet expectations.Participate in data migration activities, testing, and Go-live preparations.Contribute to defining the standard catalog of services that will support core model enhancements and updates.Develop dashboards and reports to monitor project progress.Post Go-Live ResponsibilitiesTicket Management for HR Solutions BAU based on the catalog of services.Development and maintenance of requests. Each development request will go through the required quality process, and all related documents will be placed on the shared portal.Weekly meetings with our internal and external stakeholders to update them on progress.L1-Support will include the following tasks:Ticket Management for Entities BAU Projects, Internal BAU Project only.Co-ordination on Production Instance through cornerstone tool.Product support Co-ordination on Production Instances through product support tools.Weekly & Monthly Dashboards of BAU Reporting (Weekly Dashboard & Monthly Steering committee report only)Attend Weekly & Monthly Steering committee meetings of BAU (Backlog, Extended Services, etc.)Security review of User access (twice a year only, managed by ticket raised by Security Manager)L2-Support will include the following tasks:Incident Management: analyze, solve (debug and/or data patch). Provide the solution as per entities request.Referential Management: analyze, configure set-up and transversal data. Provide the solution, as per Entity's Request. Any mass changes (for e.g., many department realignments, Absence setup changes) will be treated as "Change Request".Change request/Enhancement Request: Assign to NSR Team.Grants and Role Management: Manage User Access, perform security review.Information Request: Analyze and Provide required information. Provide a solution, Guide entities to perform actions by themselves. (Cost estimation out of scope).Problem Management: provide primary analysis. Submit to Problem Management.L3-Support will include the following tasks:Analysis and correction or workaround, when possible, on complex issues that cannot be resolved by Level 1 and 2.Support to Level 1 and 2 teams to manage complex issues or requests from entities.Create a process to avoid problems when incidents are recurrent. Send the process to Level 1 and 2 teams after validation.On top of the tickets raised by entities, the activity will mainly consist of producing patches and improvements identified during the campaign assessment and performing evolutionary maintenance (analysis of new releases, activation of new features, etc.).Creation of Service Requests (SR) or Case on the product support when the problem is an "editor" bug.Production the evolution of the activity and the update backlog.Produce indicators and dashboard for monitoring tickets created and processed during the monthly BAU review.We are looking for someone with the following experience and skills:ExperienceProven track record as a Business Analyst, Service Support Analyst, or in similar roles - at least 3 years of experience (we may consider less, depending on the candidate's experience).Previous involvement in HRIS system implementations, particularly in an international context.Familiarity with HRIS systems.Experience with data migration, system integration, and various testing methodologies.Proficiency in HR technology and a history of successful contributions to HRIS projects.Demonstrated expertise in creating solution documentation and maintaining project documentation in alignment with standard processes.Technical SkillsProficiency in HR technology solutions and tools, with the ability to configure and manage HRIS systems.Strong data migration and integration capabilities, including a deep understanding of data mapping and data flows connections.Expertise in testing methodologies, including System Integration Testing (SIT) and User Acceptance Testing (UAT).Knowledge of HR-related software.Proficiency in using MS Office applications, including Excel, PowerPoint, and Word.Soft Skills / Transversal SkillsExceptional problem-solving abilities: The capacity to analyze complex issues and identify effective solutions.Capable of persuading and guiding stakeholders towards achieving common goals.A dedication to meeting and exceeding the needs and expectations of our clients.Clear and concise communication, both written and verbal, is critical in this role.The ability to respond effectively to changing circumstances and requirements in a dynamic environment.Efficiently managing time and resources to meet project deadlines is crucial.Adept at working closely with cross-functional teams and fostering strong relationships.Paying close attention to specifics and ensuring accuracy is fundamental to success.A creative and innovative approach to addressing challenges.
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