Business Analyst (JST integration test)

Inter IKEA Group (Old Sandbox); Goleniów; On-site; PLN 100,000 - 140,000; Full time

Job summary

A leading global retail company in Poland is seeking a support process owner to manage overall support queues and serve as the go-to person for internal customers. The successful candidate will prioritize and track issues, coordinate with engineering teams, and ensure that reported issues are resolved within SLA. Responsibilities include overseeing issue management reporting and providing weekend on-call support once a month. This role emphasizes continuous improvement of support processes.

Responsibilities

• Own the overall support process and ownership of Support Queues.
• Serve as the go-to person for internal customers.
• Prioritize and track issues, leading meetings with cross-functional teams.
• Work with various sources to triage reported issues.
• Coordinate with engineering teams to drive issue resolution.
• Review and resolve all reported issues within identified SLAs.
• Complete trending analysis and escalate issues to Leadership.
• Manage reporting for Issue Management to ensure metrics are achieved.
• Weekend On Call Support once a month.
• Improve support processes continuously.

Job description

Responsibilities

• Own the overall support process & ownership of Support Queues
• Serve as the “go-to” person for internal customers, providing the first line of “defense” for all support items
• Prioritize and track issues, leading meetings with cross-functional teams to review all outstanding issues and provide updates
• Work with various sources to triage reported issues
• Coordinate with a multitude of engineering teams to drive issue resolution, ability to translate complex problems and updates into clear and concise updates to various stakeholders, and lead COEs (correction of errors) when necessary
• Review and resolve all reported issues within identified SLA’s
• Complete trending analysis and Escalate issues impacting the business to Leadership
• Manages reporting for Issue Management to ensure metrics are achieved
• Weekend On Call Support once a Month
• Improve support processes continuously from learnings