Key skills
Communication
About this role
Role Overview
- Analyze incoming business issues and incidents, prioritize them by impact, and escalate as necessary.
- Collaborate with cross-functional teams to gather relevant information and determine the root cause of business issues.
- Serve as the conduit between operations and product, the engineering team, and external vendors.
- Function as an internal liaison between operations, product, and engineering for maintenance-related issues.
- Identify workarounds, temporary solutions, or mitigation measures where possible.
- Manage day-to-day responsibilities of triage, monitor bug ticket status, and identify and resolve impediments for bug tickets.
- Ensure team members maintain a high standard of quality in issue write-ups and stakeholder communications.
- Create and execute onboarding plans to train new staff, identify knowledge gaps, and provide refresher training for new and existing team members.
- Assist team members and colleagues by reviewing bug release-note write-ups before publication.
- Help develop and maintain a triage process to ensure consistent and efficient handling of business incidents.
- Identify trends and recurring issues through data analysis, proactively address potential business disruptions, and present findings to stakeholders.
Requirements
- Bachelor's degree in business, finance, or a related field.
- Proven experience in business analysis, incident management, or related roles.
- Strong analytical skills and the ability to prioritize and make quick decisions under pressure.
- Excellent communication and interpersonal skills to interact with stakeholders at all levels.
- Proficiency in using business analysis tools and techniques.
- Knowledge of ITIL or other relevant frameworks is a plus.
Benefits
- Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance coverage
- 11 Observed Holidays & PTO plan
- Up to 12 weeks paid family leave
- Continuing education reimbursement