- 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

- 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

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 root cause analysis and problem management.
- Propose corrective and preventive actions to reduce incident recurrence.
- Create and maintain knowledge articles and troubleshooting documentation.
- Contribute to continuous improvement of support processes and service quality.
- Support functional teams by clarifying requirements during build and test phases.
- Contribute to functional test cases and support User Acceptance Testing (UAT).
- Validate delivered solutions against business requirements and expected outcomes.
- Support deployment and post‑go‑live stabilization activities in projects.
- Communicate clearly with business users regarding ticket status, resolution and next steps.
- Act as a trusted partner between business, IT delivery teams and support teams.
- Facilitate workshops, refinement sessions and solution reviews when needed.
- Support governance forums by preparing documentation, impact analysis and solution summaries.
- Ensure traceability between business requests, incidents, solutions and releases.
- Follow BRP values and behaviors
- Ensure a safe working environment and take full accountability for all safety related topics.
- Enforce Quality BRP policy

Social Competences / Personal Requirements

- Analytic, problem-solving working and structured working style
- High stress tolerance
- Positive communication style and promotion of BRP value fundamentals
- Excellent interpersonal skills with good judgement of sensitive situatio

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