Business Analyst

About Client:

Our Client is a global IT services company headquartered in Southborough, Massachusetts, USA. Founded in 1996, with a revenue of $1.8B, with 35,000+ associates worldwide, specializes in digital engineering, and IT services company helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation. It partners with major firms in banking, healthcare, telecom, and media.

Our Client is known for combining deep industry expertise with agile development practices, enabling scalable and cost-effective digital transformation. The company operates in over 50 locations across more than 25 countries, has delivery centers in Asia, Europe, and North America and is backed by Baring Private Equity Asia.

Job Title: Business Analyst + ACH/Payment Support

Skills

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Key Responsibilities:

• We need resources to provide client service and support who can assist with improving our Payment API documentation when not directly assisting clients
• Client Service and Support
• Respond to Client Inquiries
• Monitor shared email box for client communication
• Initial response to client communication
• Answer basic questions, respond with documentation
• Identify inquiries for escalation
• Escalate to Payment Production Support
• Communicate updates and resolution to clients with documentation to meet assigned SLAs.
• Capture use case, documentation provided, documentation needed and resolution for use in further documentation
• Communicate Scheduled Outages
• Receive and track scheduled outages for Payment and Enterprise APIs, Payment Processing and Environments.
• Communicate scheduled outages meeting assigned SLAs to client.
• Communicate restoration of service when required to meet SLAs to client.
• Certificate registration
• Track certificate expiry and respond to requests from Onboarding Team for new certificates
• Communicate to clients
• Collect certificates from client
• Register with Cloud and Encryption Team
• Send Client Ids and other data to clients for onboarding and certificate replacement.
• Documentation
• Improve client facing API documentation
• Product/Developer Guides for Wires, ACH, EFT & Interac API Products
• Assist in transition of documentation to Developer Portal
• Collect and create use case documentation for Onboarding and Support roles
• Client communications
• Use case identification
• API Sandbox resources
• API Specification resources
• Document test cases
• Assist in transition of documentation and resources to CS&I support structure
• Assist Onboarding Technical Consultants
• Support Project Management Tasks
• Schedule meetings
• Create and distribute documents and meeting minutes
• Update tracking and project plans
• Update status of items in Jira
• Update confluence pages

sushma.n@people-prime.com