Sr. Technical Business Analyst (Remote)

Inspira Financial is seeking a Senior Technical Business Analyst for their Product Management department. The role involves triaging production issues, performing advanced troubleshooting, and collaborating with development and cross-functional teams to ensure timely resolution of defects.

Responsibilities:

• Serve as the primary triage owner for production defects and escalations across Investment Platform products
• Evaluate issues escalated from Tier 2 support, confirm business impact, gather evidence, and determine next steps for resolution
• Perform advanced troubleshooting using available data, logs, application behavior, business rules, and user-reported symptoms
• Partner with developers to support root cause analysis, clarify expected behavior, identify rule gaps, and validate the appropriate corrective action
• Analyze business rules, workflows, data conditions, and exception scenarios to determine whether issues are defects, configuration gaps, process issues, or enhancement opportunities
• Develop evidence-based recommendations regarding issue classification, business impact, severity, priority, and resolution approach, and escalate decisions when additional Product, business, compliance, or technical approval is required
• Assess production issues using established severity and priority criteria, support major incident response when needed, and ensure appropriate stakeholders receive timely and accurate updates
• Work with client service to manage and prioritize the production defect backlog based on business impact, urgency, risk, dependencies, and stakeholder needs
• Write clear requirements, user stories, and acceptance criteria for defect fixes and production support enhancements
• Engage QA early to ensure test scenarios, regression needs, edge cases, and validation expectations are clearly defined
• Support release readiness and post-production validation by confirming that corrective actions address the documented issue, acceptance criteria, business rules, and identified regression risks
• Coordinate with business stakeholders, product managers, operations, development, and QA to align on the correct solution and expected business outcome
• Document investigation findings, business decisions, root cause details, workarounds, resolution notes, and validation results for future reference
• Maintain centralized knowledge articles, troubleshooting playbooks, defect patterns, and operational support documentation
• Analyze defect trends, recurring failure patterns, aging work items, and root-cause themes to identify opportunities for product, process, monitoring, or documentation improvements
• Identify recurring issue themes and recommend preventive improvements to reduce repeat escalations and improve the end-user experience
• Use tools such as SQL, MongoDB, Datadog, FullStory, Salesforce, AI-enabled tools, and Azure DevOps to investigate, document, track, and communicate production issues
• Handle production data and customer information in accordance with established security, privacy, compliance, and access-control requirements
• Communicate status, impact, risks, dependencies, and decisions clearly to technical and non-technical audiences
• Facilitate working sessions with client service and Tier 2 support to resolve ambiguity, align stakeholders, and move defects toward timely resolution

Requirements:

• Strong technical troubleshooting acumen
• Excellent communication skills
• Empathy for end users
• Ability to independently manage a high-volume support backlog
• Clear requirements, acceptance criteria, and decision documentation
• Experience with SQL, MongoDB, Datadog, FullStory, Salesforce, AI-enabled tools, and Azure DevOps
• Ability to handle production data and customer information in accordance with established security, privacy, compliance, and access-control requirements
• Ability to communicate status, impact, risks, dependencies, and decisions clearly to technical and non-technical audiences
• Experience in facilitating working sessions with client service and Tier 2 support to resolve ambiguity, align stakeholders, and move defects toward timely resolution
• Ability to evaluate issues escalated from Tier 2 support, confirm business impact, gather evidence, and determine next steps for resolution
• Experience in performing advanced troubleshooting using available data, logs, application behavior, business rules, and user-reported symptoms
• Experience in partnering with developers to support root cause analysis, clarify expected behavior, identify rule gaps, and validate the appropriate corrective action
• Experience in analyzing business rules, workflows, data conditions, and exception scenarios to determine whether issues are defects, configuration gaps, process issues, or enhancement opportunities
• Ability to develop evidence-based recommendations regarding issue classification, business impact, severity, priority, and resolution approach
• Experience in assessing production issues using established severity and priority criteria
• Ability to manage and prioritize the production defect backlog based on business impact, urgency, risk, dependencies, and stakeholder needs
• Experience in writing clear requirements, user stories, and acceptance criteria for defect fixes and production support enhancements
• Experience in engaging QA early to ensure test scenarios, regression needs, edge cases, and validation expectations are clearly defined
• Experience in supporting release readiness and post-production validation by confirming that corrective actions address the documented issue, acceptance criteria, business rules, and identified regression risks
• Experience in coordinating with business stakeholders, product managers, operations, development, and QA to align on the correct solution and expected business outcome
• Experience in documenting investigation findings, business decisions, root cause details, workarounds, resolution notes, and validation results for future reference
• Experience in maintaining centralized knowledge articles, troubleshooting playbooks, defect patterns, and operational support documentation
• Experience in analyzing defect trends, recurring failure patterns, aging work items, and root-cause themes to identify opportunities for product, process, monitoring, or documentation improvements
• Experience in identifying recurring issue themes and recommending preventive improvements to reduce repeat escalations and improve the end-user experience
• Ability to support production issues during standard business hours and occasionally participate in after-hours incident response or release validation
• Willingness to travel infrequently, up to 10%
• Ability to work prolonged periods of sitting at a desk and working on a computer
• Ability to occasionally lift up to 25 pounds