Junior Business Analyst

KWAN; Lisboa; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

KWAN in Lisbon seeks a Business Analyst / Service Support Analyst to support HR performance management processes within a SaaS platform. You will manage tickets, analyze incidents, configure data, and coordinate with the vendor to track issues, while delivering dashboards and reports for ongoing performance metrics.

The position offers a hybrid work model (3 days per week in the Lisboa office) and requires experience with HRIS, testing, and stakeholder collaboration in international settings.

Qualifications

• Experience as a Business Analyst or Service Support Analyst, or in a similar role.
• Exposure to HRIS implementation or support activities, ideally in an international context.
• Familiarity with performance management systems (HRIS suite or best-of-breed tools).
• Knowledge of testing methodologies (SIT, UAT).
• Proficiency in MS Office (Excel, PowerPoint, Word).

Responsibilities

• Manage support tickets for HR performance management processes based on a defined service catalog.
• Analyze, troubleshoot and resolve incidents across different levels of support complexity.
• Configure and maintain reference data, user access and security settings within the HR platform.
• Coordinate with the software vendor's support channels to log and follow up on product issues.
• Produce regular dashboards and reports to monitor ticket volumes and support activity.
• Participate in non-regression testing after patches or new releases.
• Collaborate with internal and external stakeholders in regular progress and steering meetings.

Skills

Business Analysis

HRIS experience

Stakeholder management

Testing methodologies

Tools

MS Office

Job description

Global IT consulting and technology services company with a delivery hub in Porto, Portugal. The team supports and maintains a SaaS-based HR performance management platform covering processes such as goal setting, continuous feedback, check-ins, career discussions and year-end reviews, providing multi-level support to international business entities.

What you will do

• Manage support tickets for HR performance management processes based on a defined service catalog.
• Analyze, troubleshoot and resolve incidents across different levels of support complexity.
• Configure and maintain reference data, user access and security settings within the HR platform.
• Coordinate with the software vendor's support channels to log and follow up on product issues.
• Produce regular dashboards and reports to monitor ticket volumes and support activity.
• Participate in non-regression testing after patches or new releases.
• Collaborate with internal and external stakeholders in regular progress and steering meetings.

Location and work model

• Hybrid (3 days/week in the office, Lisboa)

What are we looking for?

• Experience as a Business Analyst or Service Support Analyst, or in a similar role
• Exposure to HRIS system implementation or support activities, ideally in an international context
• Familiarity with performance management systems (HRIS suite or best-of-breed tools)
• Knowledge of testing methodologies (SIT, UAT)
• Proficiency in MS Office (Excel, PowerPoint, Word)

Nice to have

• Experience creating and maintaining solution and project documentation
• Strong problem-solving and analytical skills
• Good communication and stakeholder management skills
• Ability to work in cross-functional, international teams