System Analyst (L3 Support)

Quick Facts

• Role: System Analyst (L3 Support)

• Focus: Managed maintenance and application support for web and mobile applications

Description

Provide L3 support and requirement analysis for a portfolio of web and mobile applications, ensuring reliable digital operations. Work on change requests, incident root-cause analysis, impact assessment across applications/integrations, and UAT support. Maintain and update technical documentation in Confluence aligned with IT service management standards.

Responsibilities

• Provide L3 support by clarifying requirements, business rules, and context for complex or ambiguous incidents; participate in root cause analysis.

• Analyze and specify change requests, including functional and non-functional requirements (logging, access control, authentication/authorization, input validation, error handling) and support threat assessments.

• Perform impact analysis across applications and integrations and support effort estimation with development teams.

• Support UAT activities, clarifying requirements and acceptance criteria.

• Create and maintain documentation in Confluence (functional/system documentation, S-AD inputs, OpenAPI specifications, release notes).

• Contribute to runbooks and Knowledge Base articles for recurring issues and operational scenarios.

Requirements

• 3+ years experience in system or business analysis for enterprise web applications.

• Strong experience in Requirements Engineering (use cases, user stories, acceptance criteria).

• Hands-on experience with BPMN and UML.

• Understanding of web application architecture and integrations (REST/JSON, OpenAPI).

• Hands-on experience with SQL for data analysis (Microsoft SQL Server).

• Experience with change management in maintenance or support contracts.

• Experience working with ServiceNow, Jira, and Confluence.

• English: Upper-Intermediate level or above.

• Italian: Intermediate level or above.

Benefits

• Work on an ongoing managed support and enhancement project for a large portfolio of applications.

• Professional growth via internal BA/SA meetups and compensation for international professional certificates.

• Learning through Andersen Knowledge Base courses (e.g., Agile essentials, API design, SQL, AWS, GDPR, UX/UI, product ownership).

• Opportunity to mentor beginner BA/SA specialists.