Business Analyst (Operations & Support)

Position: Business Analyst – Operations & Support Experience: 6–8 Years Contract (6 Months + Extendible) - Hybrid

Role Summary

We are looking for an experienced Business Analyst – Operations & Support with 6–8 years of relevant experience and strong exposure to the BFSI domain. The ideal candidate will be responsible for understanding business and operational requirements, analyzing production/support issues, coordinating with technology and business teams, and ensuring smooth delivery and ongoing support of business-critical applications and processes.

The candidate should have strong experience in business analysis, incident and issue management, root cause analysis, process improvement, stakeholder management, and production/application support within Banking, Financial Services, or Insurance environments.

Key Responsibilities

Act as a bridge between business stakeholders, operations teams, technology teams, and application support teams.

Gather, analyze, document, and validate business and operational requirements.

Understand business processes and translate requirements into clear functional specifications and user stories.

Analyze production incidents, operational issues, and service requests to identify business impact and prioritize resolution.

Coordinate with technical teams to investigate issues, perform root cause analysis, and track resolution through closure.

Support application and production operations by monitoring recurring issues, identifying trends, and recommending process improvements.

Prepare and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), process flows, user stories, and other functional documentation.

Work closely with development and QA teams to clarify requirements and support functional testing and UAT activities.

Coordinate with business users during UAT, production releases, change implementations, and post-production validation.

Track incidents, problems, risks, dependencies, and action items across multiple teams.

Support change management and release activities, ensuring business readiness and minimal operational disruption.

Create operational reports, dashboards, and status updates for stakeholders and management.

Identify opportunities for process optimization, automation, and operational efficiency.

Participate in Agile/Scrum ceremonies and contribute to continuous improvement initiatives.

Ensure processes and solutions align with relevant BFSI controls, compliance requirements, audit standards, and organizational policies.

Required Skills & Experience

6–8 years of experience as a Business Analyst, Operations Business Analyst, Production Support Business Analyst, or similar role.

Mandatory experience working within the BFSI domain – Banking, Financial Services, or Insurance.

Strong understanding of business analysis and requirement gathering methodologies.

Hands-on experience in production/application support, incident management, issue tracking, and problem management.

Experience performing root cause analysis (RCA) and coordinating resolution of business and application issues.

Strong experience in documenting BRDs, FRDs, functional specifications, user stories, process flows, and acceptance criteria.

Experience working with JIRA, Confluence, ServiceNow, or similar tools.

Good understanding of SDLC, Agile/Scrum, change management, release management, and UAT processes.

Strong stakeholder management and communication skills.

Ability to work effectively with business users, operations teams, developers, QA teams, and support teams.

Strong analytical and problem-solving capabilities.

Good understanding of SQL and data analysis is preferred.

Experience working in enterprise-scale BFSI applications and environments is highly desirable.

Preferred BFSI Experience

Candidates with experience in one or more of the following areas will be preferred:

Retail or Corporate Banking

Payments and Transaction Banking

Lending and Loans

Credit and Risk

Insurance Operations

Wealth Management

Financial Crime / AML / KYC

Core Banking or Financial Services Applications

Banking Operations and Production Support

Ideal Candidate

The ideal candidate should be a strong Business Analyst with hands-on Operations and Support experience, capable of working across business and technology teams. The candidate must be comfortable handling production issues, understanding business impact, coordinating incident resolution, documenting requirements, and driving process improvements in a BFSI environment.

Pay: $660.00 – $680.00 per day

Application Question(s):

Please describe your experience in production/application support, incident management, problem management, and Root Cause Analysis (RCA).

How many years of experience do you have in the BFSI domain (Banking, Financial Services, or Insurance)? Please specify the BFSI projects/domains you have worked on.

Work Location: In person