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 general 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 global 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 r

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