{"id":3289194,"url":"https://alion.io/job/rs2-software-business-support-analyst-3","title":"Business Support Analyst","company":{"id":57011,"name":"RS2 Software","domain":"rs2.com","url":"https://alion.io/company/rs2-software","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"D","score":54,"open_postings":34,"ghost_share":0.765,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":52000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-06-30T10:04:29Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-10-31T17:29:30Z","board_verified":true,"closed_at":null,"days_open":123,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":122},"description":"Company Profile\nRS2 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.\nAbout the Job\nWe are seeking candidates with a minimum of 3 years of experience in the card payments field.\nThe 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.\nDuring 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.\nFollowing 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.\nThe 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.\nKey areas of Responsibilities\nManaging client relationships and acting as a trusted advisor throughout the client lifecycle.\nGathering, analysing, and documenting business requirements for change requests and enhancements.\nCoordinating delivery activities, testing, user acceptance testing (UAT), and release management processes.\nSupporting solution configuration, validation, and implementation activities.\nActing as the primary coordination point for production incidents, service requests, and operational escalations.\nEnsuring timely resolution of client-raised issues in accordance with agreed SLAs.\nFacilitating communication between clients and internal delivery, support, technical, and quality assurance teams.\nDriving root cause analysis and continuous service improvement initiatives.\nProviding 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.\nThe 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.\nDuties & Responsibilities\nBuilding and maintaining relationships with clients and their key personnel.\nAct as the central point of contact for assigned clients in relation to client raised requests.\nAttending client meetings related to deliverables or incidents.\nManage clients’ requests in a timely and cost-effective manner, adhering to client SLAs.\nTake ownership of the overall progress and resolution of an assigned portfolio of support issues.\nInvolved, own and lead delivery teams in relation to requirements gathering of change requests.\nServe as a functional reference point and mentor for team members.\nFacilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.\nProvide product setup and configuration for deliverables or to resolve live production issues.\nConfigure RS2 software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.\nEnsure compliance with specifications prior to release from an incident support perspective.\nWork with Delivery, Technical, and Quality Assurance teams to ensure activities align with client business requirements and agreed specifications.\nAssist in signing off test results and ensure the release process is triggered in a timely manner.\nProvide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.\nParticipate in on-site support or training as requested by clients. The successful candidate will progressively take ownership of support and training activities.\nParticipate 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.\nSupports end clients during UAT, ensuring timely progress so to achieve the agreed release date.\nDrive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.\nMaintain proactive communication with clients, providing regular updates on raised requests.\nIdentify opportunities for process improvements and contribute to initiatives to enhance efficiency and service quality.\nPerform any other related duties as assigned by the support team leader and/or delivery team leader.\nParticipate in a 24×7 roster to ensure continuous operational support.\nAdapt 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).\nWork primarily onsite at the client’s premises to support ongoing BAU operations and maintain close collaboration with client stakeholders.\nRequirements\nAdvanced diploma in ICT / Bachelor of Science in Business Analytics or Software Development/ Bachelor’s Degree in Computer Science/Degree in Business with IT\nExtensive experience in business requirements gathering, business requirements definition, and system configuration and design\nMinimum 3 years of work experience in Card Payments\nExhibit strong documentation skills\nMust be proficient in SQL Language\nMust be able to facilitate remote and face-to-face client meetings\nAble to conduct training, mentoring sessions, evaluations and performance management of the junior team members, when needed.\nMust have strong written and oral communication skills\nPreferably should have a good knowledge of the payments industry\nKnowledge of user stories or use cases is not mandatory but it will be considered an advantage\nMust be able and willing to participate in a 24×7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support.\nMust be able to accommodate changing shift patterns: initially aligned with Malta working hours, transitioning to client time zone in the same region.\nAvailability and willingness to work onsite at the client’s premises on a full-time basis during BAU operations.","description_format":"text","description_chars":7328,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Payment Processing & 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