Position: Junior Business Analyst - Customer Support Specialist
Company: Idealogic
Experience required: 1y
English level: upper

**Responsibilities and Duties:**
Communication with the client, requirements clarification and formalization;
Close collaboration with PO and the product development team;
Identifying and translating business needs into clearly defined requirements (Gherkin);
Drafting functional / business / system requirement specifications;
Processing of customer requests (calls, chats and messengers, e-mail), mostly via Zendesk;
Supporting internal and external customers;
Prioritization of incidents;
Deep knowledge of the product, and the services it provides;
Monitoring recurring questions and recommend necessary articles in the knowledge base

**Requirements:**
1+ years of commercial experience as a Business Analyst or Support Specialist;
Requirements elicitation and formalization skills (workshops, interviews; user stories, acceptance criterion, use cases);
Experience with Jira and Confluence;
Understanding of software/product development lifecycle and Agile (SCRUM);
English - B2 (you will be required to communicate with partners and write documentation in English);
Excellent troubleshooting and problem-solving skills;
Customer oriented approach

**Will be a plus:**
BPMN, UML notations;
Experience with product analytics or technical background (QA, software development, or data engineering);
Experience with Zendesk

**We offer:**
Stable and timely payroll;
Regular salary reviews;
Paid sick leave;
Flexible schedule;
Medical insurance;
Friendly team

**Recruitment flow:**
CV screening → Small talk with HR Manager → Interview with Head of PMO→ Job Offer