Business Systems Analyst, IT Vendor Operations

Role overview A technology operations group embedded within a financial technology company is hiring a Business Systems Analyst to keep the internal support organization's toolchain running smoothly. The role sits at the intersection of IT support and engineering, triaging and resolving technical issues across the applications that frontline customer support staff rely on daily. It is a hands-on, fast-paced position ideal for someone who enjoys technical puzzles and wants cross-functional exposure to engineering and product teams.

Responsibilities - Administer identity and access management across a broad portfolio of internal applications, balancing routine provisioning work with deeper investigations that require specialized troubleshooting - Triage and resolve support tickets spanning CRM, telephony, internal tooling, regulatory systems, and tax-related platforms - Investigate reported bugs, system errors, and unexpected behaviors, escalating to engineering when first-line fixes are insufficient - Validate system behavior after changes to confirm tools work as intended for support teams and customers - Coordinate technical escalations through ticketing workflows, partnering with engineering and product to drive timely resolution - Act as a liaison during major incidents, keeping support teams informed and bridging them with on-call engineers - Identify recurring pain points and recommend systemic fixes, while documenting troubleshooting steps to build a shared knowledge base - Automate repetitive operational workflows to reduce manual effort and shorten response times

Requirements - Background in IT support, business systems analysis, or technical operations, ideally within a customer support environment - Familiarity with CRM administration concepts such as flows, queues, skills, and user management - Strong analytical and troubleshooting skills, with the ability to break down vague bug reports into reproducible issues - Clear communication with diverse stakeholders, translating between technical and non-technical audiences - Comfort working in ticketing systems for tracking, prioritizing, and managing work - Ability to read and interpret code snippets, system logs, and configuration files - Methodical, highly organized, detail-oriented approach with a high level of accuracy - Bias toward action and willingness to investigate independently before escalating

Nice to have - Experience with telephony or contact center platforms such as Amazon Connect - Familiarity with identity platforms and access management workflows like Okta - Scripting or automation skills in Python, JavaScript, or similar languages

Benefits and work setup The position supports remote work and includes medical insurance, flexible time off, retirement savings plans, and modern family planning benefits.