Business Support Analyst

Company Profile

RS2 offers secure payment services, payment software and managed services to clients in over 35 countries. The company upholds the highest industry standards and RS2’s in-house designed payments solution is the software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Job

We are seeking candidates with a minimum of 3 years of experience in the card payments field.

The Business Support Analyst - Client Focus is a hybrid role combining Business Analysis, Client Relationship Management, Service Delivery and Production Support responsibilities. The successful candidate will be responsible for managing the full client lifecycle, from requirements gathering and solution implementation through to post-go-live support and service delivery.

During implementation projects, the Business Support Analyst - Client Focus will work closely with clients and internal teams to gather and analyse business requirements, coordinate change requests, support testing activities, oversee release readiness, and ensure successful solution delivery. The role plays a key part in ensuring that all changes are delivered through RS2’s Release Management process while maintaining quality standards and meeting client expectations.

Following go-live, the Business Support Analyst - Client Focus will retain ownership of assigned client relationships and act as the primary point of contact for BAU matters. This includes managing production incidents, coordinating issue resolution, overseeing service requests, monitoring SLA compliance, facilitating communication between clients and internal teams, and driving problem management activities to ensure service stability and continuous improvement.

The successful candidate will be expected to develop a strong understanding of client business requirements and operational processes, enabling them to provide effective support, manage client expectations, and ensure the successful operation of Bankworks solutions in production environments.

Key areas of Responsibilities

• Managing client relationships and acting as a trusted advisor throughout the client lifecycle.
• Gathering, analysing, and documenting business requirements for change requests and enhancements.
• Coordinating delivery activities, testing, user acceptance testing (UAT), and release management processes.
• Supporting solution configuration, validation, and implementation activities.
• Acting as the primary coordination point for production incidents, service requests, and operational escalations.
• Ensuring timely resolution of client-raised issues in accordance with agreed SLAs.
• Facilitating communication between clients and internal delivery, support, technical, and quality assurance teams.
• Driving root cause analysis and continuous service improvement initiatives.
• Providing regular status updates, reporting, and operational oversight for assigned clients. This position requires strong client-facing communication skills, sound analytical capabilities, knowledge of payments systems and processes, and the ability to balance delivery and operational support responsibilities in a dynamic environment.
• The role includes mandatory participation in a 24×7 operational support roster, requiring coverage of shifts, weekends, public holidays, and out-of-hours support as scheduled.

Duties & Responsibilities

• Building and maintaining relationships with clients and their key personnel.
• Act as the central point of contact for assigned clients in relation to client raised requests.
• Attending client meetings related to deliverables or incidents.
• Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs.
• Take ownership of the overall progress and resolution of an assigned portfolio of support issues.
• Involved, own and lead delivery teams in relation to requirements gathering of change requests.
• Serve as a functional reference point and mentor for team members.
• Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.
• Provide product setup and configuration for deliverables or to resolve live production issues.
• Configure RS2 software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.
• Ensure compliance with specifications prior to release from an incident support perspective.
• Work with Delivery, Technical, and Quality Assurance teams to ensure activities align with client business requirements and agreed specifications.
• Assist in signing off test results and ensure the release process is triggered in a timely manner.
• Provide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.
• Participate in on-site support or training as requested by clients. The successful candidate will progressively take ownership of support and training activities.
• Participate in the review of the detailed test cases with QA team to ensure they meets client requirements and represent end-users in the UAT phase.
• Supports end clients during UAT, ensuring timely progress so to achieve the agreed release date.
• Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.
• Maintain proactive communication with clients, providing regular updates on raised requests.
• Identify opportunities for process improvements and contribute to initiatives to enhance efficiency and service quality.
• Perform any other related duties as assigned by the support team leader and/or delivery team leader.
• Participate in a 24×7 roster to ensure continuous operational support.
• Adapt to shifting work hours based on project phases: initially working Malta working hours during the implementation phase, and transitioning to client working hours once the project goes live into Business As Usual (BAU).
• Work primarily onsite at the client’s premises to support ongoing BAU operations and maintain close collaboration with client stakeholders.

Requirements

• Advanced diploma in ICT / Bachelor of Science in Business Analytics or Software Development/ Bachelor’s Degree in Computer Science/Degree in Business with IT
• Extensive experience in business requirements gathering, business requirements definition, and system configuration and design
• Minimum 3 years of work experience in Card Payments
• Exhibit strong documentation skills
• Must be proficient in SQL Language
• Must be able to facilitate remote and face-to-face client meetings
• Able to conduct training, mentoring sessions, evaluations and performance management of the junior team members, when needed.
• Must have strong written and oral communication skills
• Preferably should have a good knowledge of the payments industry
• Knowledge of user stories or use cases is not mandatory but it will be considered an advantage
• Must be able and willing to participate in a 24×7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support.
• Must be able to accommodate changing shift patterns: initially aligned with Malta working hours, transitioning to client time zone in the same region.
• Availability and willingness to work onsite at the client’s premises on a full-time basis during BAU operations.