Business Analyst

We are looking for a Business Analyst to support incident operations for live business systems in San Antonio, Texas. This Long-term Contract position is suited for a detail-oriented individual who can assess issues quickly, coordinate cross-functional response efforts, and help drive timely resolution in fast-paced environments. The role combines hands-on incident analysis, operational oversight, and post-incident follow-through to improve service stability and strengthen response processes.

Responsibilities:
• Assess incoming incidents, determine business impact and urgency, and assign the appropriate priority level for response.
• Partner with engineering, product, support, and operations teams to keep incident response activities aligned and moving forward.
• Monitor issues from initial reporting through final resolution, ensuring updates, ownership, and next actions remain clear throughout the lifecycle.
• Review incident patterns and operational data to uncover recurring problems, process weaknesses, and opportunities for control improvement.
• Contribute to root cause investigations and help document corrective actions and follow-up items after incidents are resolved.
• Maintain complete and well-organized incident records, including status details, decisions made, and supporting documentation.
• Promote accountability across involved teams by following up on open items and helping remove blockers that delay resolution.
• Use logs, metrics, and related operational information to support analysis, decision-making, and response coordination during active incidents.

Qualifications:

• 3 to 7 years of experience in incident management, production support, business systems analysis, or a related operational role.
• Background supporting live or production environments where uptime, compliance, or service continuity is critical.
• Ability to communicate clearly and make sound decisions during time-sensitive or high-pressure situations.
• Demonstrated success handling several active issues at once while maintaining strong attention to detail.
• Strong sense of ownership with the ability to follow through on tasks, decisions, and cross-functional coordination.
• Comfort working with operational reporting, system logs, metrics, and issue data to identify trends and support resolution efforts.
• Experience with tools such as Jira, ServiceNow, Salesforce, or Confluence is preferred.
• Familiarity with regulated industries, SaaS platforms, payments, transaction processing, APIs, integrations, batch workflows, or severity-based incident models is a plus.

Compensation

$33.25-$38.50 Hourly

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