Business Systems Analyst- Incident Management

job summary:

We are looking for an organized and proactive Business Systems Analyst - Incident Management to help keep our production environments running smoothly. In this role, you will be the coordinator and data-tracker when technical issues pop up, helping to connect our Support, Product, and Engineering teams so everyone stays aligned.

This is a fantastic role for a detail-oriented systems thinker with 3+ years of experience who loves problem-solving but doesn't necessarily want to write code. You'll help triage incoming issues, track them through to resolution, and look at the data afterward to help us figure out how to stop them from happening again. If you are naturally curious, great at keeping calm under pressure, and love keeping projects organized, we'd love to talk to you.

location: San Antonio, Texas

job type: Contract

salary: $38 - 40 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

• Focused on incident intake, triage, coordination, analysis, and operational follow-through
• Will own incident workflow hygiene, support root cause analysis, coordinate across Product, Engineering, Support, and Operations, and ensure incidents move cleanly from detection through resolution and post-incident review.
• Comfortable operating during ambiguity and urgency, can work directly in systems and data, and knows how to keep incidents moving without drama
• Triage and classify incoming incidents (severity, impact, scope)
• Coordinate across multiple teams under time pressure
• Ask direct questions and surface risks clearly
• Track incidents through resolution without constant supervision
• Read logs, metrics, or reports at a high level (not a developer, but not afraid of data)
• Identify patterns across incidents (repeat failures, weak controls, gaps)
• Drive post-incident follow-ups (RCA inputs, action items, ownership)
• Keep incident records clean, accurate, and complete
• Push back on vague updates and request concrete next steps

qualifications:

Core Requirements

Clear Communication: Strong written and verbal communication skills, especially when translating technical updates into clear status reports for other teams.

Production Awareness: Prior experience working around or supporting live production systems (ideally in Fintech, payments, banking, SaaS, or regulated spaces).

Organization & Follow-Through: Ability to keep track of multiple moving parts at once and ensure tasks don't fall through the cracks.

Team Collaboration: Comfort working as a bridge between Support agents and Engineering teams.

Experience & Background

Experience Level: 3-5 years of experience in a Business Analyst, Production Support, Incident Coordination, or Help Desk/Operations role.

Technical Comfort: Comfortable looking at data, metrics, or basic system logs to understand the "big picture" of a problem (you don't need to be a developer, just data-curious).

Key Daily Responsibilities

Triage & Log: Help classify incoming issues by severity and impact, and keep our incident records clean, accurate, and up-to-date.

Coordinate: Reach out to the right teams when an issue arises, ask clarifying questions, and keep everyone focused on the next steps toward a fix.

Track Progress: Follow up on active issues from start to finish without needing constant reminders.

Pattern Finding: Look back at recent incidents to help identify repeat problems or gaps in our current processes.

Post-Incident Support: Help organize post-incident follow-ups, documenting what went wrong and tracking the resulting action items to completion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.