IT Operations Business Analyst — Incident & Release

Venquis; Lisboa; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Venquis in Lisbon, Portugal, is seeking a Business Analyst to join a hybrid IT Operations team. The role bridges business stakeholders, product teams and engineers to ensure issues are understood, prioritized, and resolved across a portfolio of software products.

The role includes functional analysis, L1/L2 triage, backlog prioritisation and defect release coordination. Ideal for someone who enjoys problem-solving, working with technical teams and improving application support.

Qualifications

• 3+ years 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.

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

L1/L2 ticket triage

Requirements gathering

Stakeholder management

Analytical thinking

English communication

Tools

ServiceNow

Jira Service Management

Confluence

Azure

.NET

Job description

Venquis in Lisbon, Portugal, is seeking a Business Analyst to join a hybrid IT Operations team. The role bridges business stakeholders, product teams and engineers to ensure issues are understood, prioritized, and resolved across a portfolio of software products.

The role includes functional analysis, L1/L2 triage, backlog prioritisation and defect release coordination. Ideal for someone who enjoys problem-solving, working with technical teams and improving application support.