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 general 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 inciden

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