Technical Business Analyst

Granicus LAC • Guaynabo, PR

4d • Remote

About The Position

The Senior Technical Business Analyst is a key escalation point for resolving complex customer issues and ensuring high-quality service. This role supports internal and external clients, communicates effectively with leadership and cross-functional teams, and drives process improvements. Responsibilities include analysing business requirements, documenting bugs and enhancements, and contributing to team growth through coaching and training. Success requires strong analytical skills, clear communication, and the ability to work independently.

Requirements

• 5+ years of experience in business analysis, systems implementation, or consulting, with a strong focus on government or public sector projects.
• Expert-level understanding of ERP systems and enterprise platforms, including finance, HR, procurement, and case management modules.
• In-depth knowledge of public sector regulations, compliance standards, and operational frameworks.
• In-depth knowledge of Puerto Rico governmental accounting laws, regulations, and standards.
• Advanced proficiency in business process modelling, requirements elicitation, and translating complex business needs into actionable technical specifications.
• Highly skilled in Microsoft Office Suite, especially Excel (pivot tables, macros), Word, PowerPoint, and Outlook; familiarity with Microsoft Project and Access is a plus.
• Strong analytical and problem-solving capabilities, with a focus on data-driven decision-making and continuous process improvement.
• Bilingual fluency in English and Spanish, with proven ability to communicate effectively across diverse stakeholder groups.
• Demonstrated leadership and mentoring experience, guiding junior analysts and contributing to team development and performance.
• Self-starter with excellent time management skills, able to prioritize and manage multiple initiatives in a remote-first, fast-paced environment.
• Willingness to travel for on-site client engagements across Puerto Rico and other regions as needed.
• Solid understanding of SQL and database concepts, with the ability to collaborate effectively with technical teams on data-related initiatives.
• Professional, adaptable, and client-focused, with a commitment to excellence under pressure and during periods of change.
• Ability to navigate ambiguity and manage multiple priorities effectively.
• Excellent written and verbal communication skills, including customer‑facing interactions.
• Willingness and ability to drive within Puerto Rico and conduct in‑person customer visits. This role requires regular local travel and on‑site customer engagement across Puerto Rico.

Responsibilities

• Collaborate with government clients to gather, analyze, and document complex business and system requirements, translating them into detailed functional specifications and user stories.
• Act as a liaison between clients and technical teams to ensure mutual understanding of requirements and provide ongoing support.
• Provide strategic consultation to stakeholders and leadership, aligning system capabilities with business objectives and compliance standards.
• Identify and recommend system enhancements or new features based on client feedback, industry trends, and product expertise.
• Serve as the escalation point for critical or at-risk client accounts, addressing support issues promptly and effectively.
• Partner cross-functionally with engineering and product teams to escalate and resolve high-impact client issues, bugs, and advanced technical challenges.
• Proactively identify at-risk clients, initiate early engagement, and collaborate with internal teams to ensure client satisfaction.
• Mentor junior analysts and foster a culture of continuous improvement and knowledge sharing.
• Stay informed on industry trends, government regulations, and emerging technologies to guide solution design and client strategy.
• Communicate clearly and professionally with stakeholders at all levels, including executives, technical teams, and end users.
• Perform additional duties related to project delivery, client engagement, or internal initiatives assigned by leadership.
• Resolve support requests in accordance with established guidelines and service level agreements.
• Apply advanced SQL skills to investigate and resolve complex support cases efficiently.

Benefits

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement – Support a productive home office environment.
• Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.
• Pension Plan and Retirement options
• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees