Business Analyst

Pulse Group; Lisboa; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Office in Lisbon

Job summary

Pulse Group, an insurance technology business, is building a new run and operations team in Lisbon and is hiring its first two Business Analysts.

You will take initial contact from users, perform L1/L2 triage, and decide if it is a bug or a product gap. You will escalate with clear details, draft user stories for the product teams, provide workarounds, and help shape the monthly release with Product Owners. Two days a week in the Lisbon office.

Qualifications

• Hands-on L1/L2 application support experience.
• Familiarity with ITIL processes (incident, problem, change, release).
• Experience with ticketing in ServiceNow or Jira Service Management.
• Positive, calm and engaging manner under pressure.
• Fluent in English and Portuguese.
• Insurance or financial services experience is a strong plus; SQL a bonus.

Responsibilities

• Take first contact from users and keep them calm and informed.
• Run L1/L2 triage to determine if issue or product gap.
• Escalate issues to the technical team with necessary details.
• Turn gaps into clear user stories for product teams.
• Provide workarounds so users can continue while fixes progress.
• Help shape the monthly release with Product Owners.

Skills

L1/L2 support experience

ITIL processes

Customer-focused service

Calm under pressure

Fluent English

Portuguese fluency

SQL (bonus)

Tools

ServiceNow

Jira Service Management

Job description

I’m working with an insurance technology business whose platform is used every day by insurance professionals to quote, place and manage business. It’s a well-established product, and the team behind it is growing.

They’re building a new run and operations team in Lisbon, and I’m hiring the first two Business Analysts for it.

When a user hits a problem on the platform, you’re the person they speak to.

You will:

• Take first contact from users, find out what is happening and keep them calm and informed
• Run L1/L2 triage and decide whether it’s an issue or a gap in the product
• Escalate issues to the technical team with the detail they need to fix them
• Turn gaps into clear user stories for the product teams
• Give users workarounds so they can keep working while a fix is in progress
• Help shape the monthly release with Product Owners

What they’re looking for:

• Hands-on L1/L2 application support, ideally with external clients or end users
• ITIL processes used day to day: incident, problem, change, release
• Ticketing experience in ServiceNow, Jira Service Management or similar
• A positive, calm and engaging manner, especially when a user is under pressure
• Fluent English and Portuguese
• Insurance or financial services experience is a strong plus, and SQL is a bonus

Why it’s worth a conversation:

• You join at the start of a team that grows t in 2027, so you help decide how it runs
• You’ll support a platform its users rely on every day
• Two days a week in the Lisbon office