Payments Client Success & Production Support Analyst

RS2; Bogotá ciudad; Presencial; COP 143.818.000 - 215.726.000; Jornada completa

Descripción de la vacante

RS2 seeks a Business Support Analyst – Client Focus with 3+ years in card payments. The role blends business analysis, client relationship management, service delivery and production support.

You will manage the full client lifecycle from requirements gathering to post-go-live support. You will work with clients and internal teams to gather requirements, coordinate change requests, support testing activities, oversee release readiness, and ensure delivery through RS2’s Release Management

Formación

• Advanced diploma in ICT / BSc in Business Analytics or Software Development / Bachelor’s Degree in Computer Science / Degree in Business with IT
• Extensive experience in business requirements gathering, business requirements definition, and system configuration and design
• Minimum 3 years of work experience in Card Payments
• Proficient in SQL language
• Strong written and verbal communication skills
• Willing to participate in a 24×7 operational support roster

Responsabilidades

• Building and maintaining relationships with clients and their key personnel
• Act as the central point of contact for assigned clients in relation to client raised requests
• Attending client meetings related to deliverables or incidents
• Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs
• Take ownership of the overall progress and resolution of an assigned portfolio of support issues
• Involved, own and lead delivery teams in relation to requirements gathering of change requests
• Serve as a functional reference point and mentor for team members
• Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover
• Provide product setup and configuration for deliverables or to resolve live production issues
• Configure RS2 software systems according to documented requirements relevant to support fixes
• Ensure compliance with specifications prior to release from an incident support perspective
• Work with Delivery, Technical, and Quality Assurance teams to ensure activities align with client business requirements and agreed specifications
• Assist in signing off test results and ensure the release process is triggered in a timely manner
• Provide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems
• Participate in on-site support or training as requested by clients
• Participate in the review of detailed test cases with QA to ensure they meet client requirements
• Supports end clients during UAT, ensuring timely progress to achieve release date
• Drive problem management efforts within the support remit and perform root cause analysis
• Maintain proactive communication with clients with updates on requests
• Identify opportunities for process improvements and efficiency initiatives
• Perform any other related duties as assigned
• Participate in a 24×7 roster for continuous support
• Adapt to shift patterns: Malta hours during implementation, client hours in BAU
• Work onsite at client premises full-time during BAU

Conocimientos

SQL

Educación

Advanced ICT diploma / BSc in relevant field

Descripción del empleo

RS2 seeks a Business Support Analyst – Client Focus with 3+ years in card payments. The role blends business analysis, client relationship management, service delivery and production support.

You will manage the full client lifecycle from requirements gathering to post-go-live support. You will work with clients and internal teams to gather requirements, coordinate change requests, support testing activities, oversee release readiness, and ensure delivery through RS2’s Release Management