Business Analyst

Venquis; Lisboa; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Permanent opportunity

Hybrid working

Lisbon onsite 2 days

Job summary

Venquis is seeking a Business Analyst in Lisbon to bridge business stakeholders, product teams and engineers within IT Operations. You’ll triage L1/L2 tickets, document defects and translate issues into clear requirements for backlog prioritisation and defect releases.

The role focuses on improving application support, service delivery and performance across a portfolio of software products in a regulated finance/insurance tech space. Hybrid work is offered with at least 2 days onsite.

Qualifications

• 3+ years of experience in a Business Analyst, Functional Analyst or Application Support Analyst role.
• Experience with L1/L2 ticket triage and functional analysis.
• Experience using ServiceNow, Jira Service Management or similar ticketing platforms.
• Strong requirements gathering, problem-solving and stakeholder management skills.
• Understanding of ITIL incident, problem, change and release management.
• Excellent written and spoken English.
• Experience in financial services, insurance or another regulated environment.
• Experience with application support within a software product environment.
• Exposure to Azure, .NET applications, defect management or release coordination.
• Experience with Confluence, service KPIs and operational reporting.

Responsibilities

• Manage L1/L2 functional ticket triage, investigating incidents and service requests.
• Identify whether issues require a functional resolution, data fix or technical escalation.
• Gather information, document defects and translate business issues into clear requirements and acceptance criteria.
• Prioritise defects and manage an operational backlog using a structured scoring approach.
• Coordinate defect releases and support functional testing and validation.
• Work closely with Product Owners, Product Managers and Engineering teams.
• Maintain functional documentation and contribute to service reporting and continuous improvement.

Skills

Ticket triage

Requirements gathering

ITIL knowledge

Stakeholder management

English proficiency

Regulated environment

Application support

Azure exposure

DotNet

Confluence experience

Tools

ServiceNow

Jira Service Management

Confluence

Azure

Job description

Lisbon, Portugal (Hybrid – minimum 2 days onsite)

I’m currently recruiting for a Business Analyst to join a growing technology organisation operating within the financial services and insurance technology space.

This is an opportunity to join a centralised IT Operations function, helping improve application support, defect management and service delivery across a portfolio of business-critical software products.

The Role

You’ll act as the bridge between business stakeholders, product teams and engineers, ensuring operational issues are properly understood, prioritised and resolved.

The position combines functional analysis, L1/L2 ticket triage, backlog prioritisation and defect release coordination. It’s ideal for someone who enjoys investigating problems, working closely with technical teams and improving how applications are supported.

Key Responsibilities

• Manage L1/L2 functional ticket triage, investigating incidents and service requests.
• Identify whether issues require a functional resolution, data fix or technical escalation.
• Gather information, document defects and translate business issues into clear requirements and acceptance criteria.
• Prioritise defects and manage an operational backlog using a structured scoring approach.
• Coordinate defect releases and support functional testing and validation.
• Work closely with Product Owners, Product Managers and Engineering teams.
• Maintain functional documentation and contribute to service reporting and continuous improvement.

What We’re Looking For

• 3+ years’ experience in a Business Analyst, Functional Analyst or Application Support Analyst role.
• Hands-on experience with L1/L2 ticket triage and functional analysis.
• Experience using ServiceNow, Jira Service Management or a similar ticketing platform.
• Strong requirements gathering, problem-solving and stakeholder management skills.
• Understanding of ITIL principles, including incident, problem, change and release management.
• Excellent written and spoken English.
• Financial services, insurance or another regulated environment.
• Application support within a software product environment.
• Exposure to Azure, .NET applications, defect management or release coordination.
• Experience with Confluence, service KPIs and operational reporting.

What’s on Offer?

• Permanent opportunity within a growing technology function.
• Hybrid working, with a minimum of 2 days onsite in Lisbon.
• Competitive salary and benefits, dependent on experience.
• The opportunity to contribute to the development of IT Operations and service delivery practices.

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