The business systems support analyst manages customer issues from the customer's perspective, ensuring they are resolved or escalated to the appropriate teams. They handle case troubleshooting, escalating issues, maintaining detailed case history and documentation, working closely with Business and Function Support teams, and owning the case. They document findings, requirements, processes, and procedures, and present information coherently to stakeholders. They also perform problem analysis, identify recurring issues, and work with stakeholders to determine remediation. They also work with senior team members to declare service-impacting events and document new processes and update KB articles. They are responsible for ensuring comprehensive documentation and timely follow-up.
