Support Business Analyst: Cross-Functional Mediator

Agentic Dream; Bogotá; Híbrido; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

Agentic Dream in Bogotá is seeking a highly analytical and diplomatic Support Business Analyst to bridge clients, internal stakeholders, and product teams. You will analyze requests, distill core requirements, and coordinate solutions while mediating among busy parties.

This role emphasizes data-driven negotiation, clear documentation, and the ability to align expectations across Sales, Account Management, and Engineering. A collaborative, cross-functional mindset is essential for success.

Formación

• 2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environment.
• Exceptional ability to handle friction and pushback from internal teams and turn adversarial interactions into collaborative partnerships.
• Ability to read between the lines of customer and internal complaints and diagnose underlying business or technical needs.
• Proven ability to manage multiple moving parts, follow up, and lead by influence across different departments.
• Hands-on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce)

Responsabilidades

• Exceptional Internal Stakeholder Management: navigate relationships with demanding internal clients and align competing priorities using data-driven negotiation and tactful diplomacy.
• Requirement Analysis & Triage: read, analyze, and categorize incoming requests to distinguish bugs, training gaps, configuration errors, and feature requests.
• Cross-Functional Coordination & Boundary Setting: act as the central liaison between Customer Support, Product, and Engineering; set realistic expectations with internal teams.
• Translation & Documentation: translate complex technical jargon into user-friendly language for customers and translate pain points into actionable technical requirements (user stories, Jira tickets).
• Expectation & SLA Management: monitor escalated tickets and communicate updates, delays, and resolutions, acting as bridge during critical incidents.

Conocimientos

Stakeholder management

Conflict resolution

Analytical mindset

Coordination & leadership

Communication

Herramientas

Jira

Zendesk

Salesforce

Descripción del empleo

Agentic Dream in Bogotá is seeking a highly analytical and diplomatic Support Business Analyst to bridge clients, internal stakeholders, and product teams. You will analyze requests, distill core requirements, and coordinate solutions while mediating among busy parties.

This role emphasizes data-driven negotiation, clear documentation, and the ability to align expectations across Sales, Account Management, and Engineering. A collaborative, cross-functional mindset is essential for success.