Business Analyst

Hi there,

It’s an amazing time to join Digicode as we continue empowering as many innovators as possible to change the world. We deliver outstanding technology consulting, R&D, design, and software development services in the USA, UK, and EU markets. This is where you come in!

We are looking for Business Analyst to join our team.

The Business Analyst is responsible for managing 1st and 2nd level support activities focused on user management, incident management, and change request management. Additionally, this role drives the preparation and delivery of training materials, user handbooks, and playbook updates to enable effective user adoption and support processes.

Requirements:

• Bachelor’s degree in Information Technology, Business Administration, or related field preferred.
• Proven experience in user management, incident handling, and change request management.
• Strong skills in preparing and delivering training materials, user manuals, and playbooks.
• Familiarity with IT support tools and platforms such as ServiceNow.
• Excellent communication and stakeholder management skills.
• Ability to troubleshoot and document support processes effectively.
• Experience in rollout planning and coordination.
• Knowledge of IT governance, compliance requirements, and SLA/ISA preparation.
• Detail-oriented with strong organizational and multitasking abilities.
• Proactive approach to problem-solving and user enablement.

• Fluency in English is a must, fluency in German preferred.

   

Responsibilities:

User Management:

• Collect and document user management requests based on existing support processes.
• Clarify open questions related to user management with MB stakeholders.
• Review and reconcile Roles & Rights as needed.
• Configure Comin Retail Users, including creation, re-activation, and de- activation based on MB requests.
• Provide user overview and update user handbooks (guidebooks) as required.

Incident Management:

• Collect and document incident requests with correct information, severity, and descriptions.
• Clarify incomplete requests and provide initial troubleshooting.
• Document incidents and configuration changes in alignment with MB.
• Validate incident resolutions and documentation.
• Escalate 3rd level incident tickets to MB support contacts as needed.

Change Request Management:

• Collect, consolidate, and prioritize change requests based on MB requirements and forward to stakeholders.
• Rollout & Training:
• Support rollout planning and timeline management, including cluster-based execution.
• Review rollout prerequisites and ensure compliance with IT, GAS, and other governance requirements.
• Draft and tailor training materials and user manuals to MB needs; review and enhance existing content.
• Conduct training sessions in alignment with MB and Paprifly.

• Provide support for ISA/SLA preparation.

   

What To Expect From Digicode?

🌎 Work from Anywhere: From an office, home, or travel continuously if that’s your thing. Everything we do is online. You’re all set as long as you’re in the same time zone as your project colleagues.

💼 Professional Development: We offer great career development opportunities in a growing company, international work environment, paid language classes, conference and education budget, & internal 42 Community training.

󰩔 Work-life Balance: We provide employees with 18+ paid vacation days and paid sick leave, a flexible schedule, medical insurance for employees and their children, monthly budget for things like a gym or pool membership.

🙌 Culture of Openness: We’re committed to fostering a community where everyone feels welcome, seen, and heard, with minimal bureaucracy, and flat organization structure.

And, also, corporate gifts, corporate celebrations, free food & snacks, and play & relax rooms for those who visit the office.

Our culture is unique, and we live by our beliefs and core values.

Did we catch your attention? We’d love to hear from you.

*By submitting your resume, you automatically agree to the storage and processing of your personal data in accordance with the current legislation of Ukraine. We guarantee confidentiality at all stages of cooperation