Business Triage Analyst

Figure is a company transforming capital markets through blockchain technology. The Business Triage Analyst will analyze and prioritize business issues and incidents, coordinating with various teams to ensure timely resolution and improve operational excellence.

Responsibilities:

• Analyze incoming business issues and incidents, prioritize them by impact, and escalate as necessary
• Conducting initial analyses, vetting of triage and feedback issues/requests reported by users, evaluating root cause conditions, assessing the potential impact of issues and communicating to stakeholders, critically evaluating information gathered from multiple sources, reconciling conflicts, decomposing high-level information into details, abstracting up from low-level information to a general understanding, and distinguishing user requests from the underlying actual needs
• Collaborate with cross-functional teams to gather relevant information and determine the root cause of business issues
• Communicate with stakeholders and provide regular updates on the status and resolution of business issues
• Serve as the conduit between operations and product (internal and external customers), the engineering team, and external vendors, through which defect resolution flows
• Function as an internal liaison between operations, product, and engineering for maintenance-related issues (defects); provide guidance and oversight for prioritized defects, from initial reports through resolution; develop defect-analysis specifications and help write bug reports
• 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; recommend process improvements for defect reporting and defect-ticket lifecycle
• Assist team members and colleagues by reviewing bug release-note write-ups before publication and updating product documentation in collaboration with others
• Help develop and maintain a triage process to ensure consistent and efficient handling of business incidents. Contribute to developing best practices and standard operating procedures for business triage and incident management
• Identify trends and recurring issues through data analysis, proactively address potential business disruptions, and present findings to stakeholders
• Successfully engage in multiple initiatives simultaneously

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