POSITION OBJECTIVE

Act as a key liaison between Business and IT, responsible for capturing, analyzing, documenting and managing IT
application requests from business users.
Act as first‑level (L1) support for application‑related incidents and service requests managed through ServiceNow
ensuring timely resolution and effective communication with business users across regions.
Ensures that proposed solutions are aligned with business strategies, comply with global IT standards, architecture
& governance and follow best IT practices to deliver scalable, secure and value‑driven outcomes.

Role & Responsabilities

Act as the primary point of contact for business users to capture IT application requests across regions.
Analyze business needs to identify real problems, objectives and value drivers.
Challenge and refine requests to ensure alignment with business strategy and IT roadmaps.
Translate business requirements into clear functional requirements, user stories and acceptance criteria.
Ensure requirements are complete, consistent, traceable and prioritized.




Propose functional solutions aligned with approved tools, platforms and enterprise architecture standards.
Assess solution options considering value, scalability, cost, risk and global reuse.
Ensure solutions comply with IT governance, security, data and compliance policies.
Collaborate with other IT technical teams to validate feasibility and design choices.
Balance integral standardization with regional business needs.
Act as Level 1 (L1) support for application incidents and service requests logged in ServiceNow.
Perform initial analysis, troubleshooting, and resolution of application‑related issues.
Accurately classify, prioritize, and document tickets according to ITSM processes.
Ensure timely resolution of tickets within defined SLAs.
Escalate tickets to Level 2/3 support with complete analysis and context when required.
Identify recurring incidents and contribute to root cause analysis and problem management.

📌 Business Analyst (Santiago de Querétaro)
🏢 Brp
📍 Santiago de Querétaro