About this role.
This remote LATAM-based role combines operational business analysis with incident and service-request management for enterprise technology and transformation programs. The professional will document processes and requirements, identify system and workflow improvements, and translate business needs into functional recommendations. They will also triage incidents, coordinate technical and business stakeholders, track resolution progress, and report on support performance. Success requires 3-5 years of relevant experience, strong stakeholder communication, familiarity with ServiceNow or similar tools, and availability during EST business hours.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I assess business impact, urgency, affected users, service-level commitments, and available workarounds. I document the priority rationale, communicate expected next steps to stakeholders, and continuously reassess priorities as new information emerges.
I begin by clarifying the business objective, affected process, users, constraints, and desired outcome through stakeholder discussions and process review. I then document functional requirements, acceptance criteria, process flows, dependencies, assumptions, and gaps in language that both business and technical teams can validate.
I would include incident and request volume, severity distribution, response and resolution times, SLA attainment, backlog aging, reopen rates, recurring-incident trends, root-cause status, and customer-impact indicators. The dashboard should distinguish operational health from improvement opportunities and support practical decision-making.
I would facilitate a fact-based discussion centered on measurable business impact, number of users affected, regulatory or financial risk, and availability of workarounds. I would apply the agreed priority framework, record the decision, communicate the escalation path if needed, and ensure all parties receive timely updates.
I analyze recurring incidents, support metrics, ticket categories, user feedback, and process handoffs to identify bottlenecks and root causes. I validate findings with stakeholders, recommend improvements such as automation, documentation updates, workflow changes, or system enhancements, and measure results after implementation.
Job Title: Operational Business Analyst & Incident Manager
Location Preference: 100% remote in LATAM working EST Time Zone
Duration: 1-Year Assignment with possibility of extension
Freelance Rate Range: $27-28/hr USD based on relevant experience
NTT DATA is a team of more than 139,000 diverse professionals operating in more than 50 countries worldwide. Our sectors of activity include telecommunications, finance, industry, utilities, energy, public administration, and health.
Our mission? Offer technological solutions, business, strategy, development, and application maintenance while being a benchmark in consulting. Thanks to the collaboration between teams, the human quality of our people, and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future.
Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to each client’s needs. Our talent has led us to be one of the top six technology companies in the world.
Because #Greattech, needs #GreatPeople, like you
NTT Data seeks high-achieving team players who quickly adapt to new challenges and entrepreneurial ventures. We are looking for a Operational Business Analyst & Incident Manager to work with our global client for a fully remote opportunity in LATAM working EST hours.
Position Summary
We are seeking an experienced Operational Business Analyst & Incident Manager to support enterprise technology and transformation initiatives. This role combines business analysis, operational support, and incident management responsibilities, serving as a key liaison between business stakeholders and technical teams.
The ideal candidate will have strong analytical skills, experience supporting business applications, and the ability to manage incidents and service requests in a fast-paced environment. This position offers the opportunity to contribute to process improvements, application optimization, and operational excellence across multiple business systems.
Key Responsibilities
Business Analysis
- Analyze and document business processes, workflows, and operational use cases.
- Gather, evaluate, and translate business requirements into clear functional recommendations.
- Identify process improvement opportunities, system enhancements, and integration possibilities across business applications.
- Develop business analysis artifacts including process maps, gap analyses, requirements documentation, and recommendations.
- Support decision-making related to system enhancements, change requests, and operational improvements.
Incident & Operational Support Management
- Serve as a primary point of contact for incident management and operational support activities.
- Investigate, triage, and prioritize incidents and service requests based on business impact and urgency.
- Coordinate resolution efforts with technical teams, business stakeholders, and support partners.
- Track incidents through resolution and ensure timely communication to stakeholders.
- Monitor support performance and prepare operational dashboards, reports, and metrics.
- Contribute to continuous improvement of support processes, documentation, and knowledge management practices.
Stakeholder Collaboration
- Partner with product teams, developers, and business stakeholders to align technology solutions with business needs.
- Facilitate communication between technical and non-technical audiences.
- Support cross-functional initiatives focused on operational efficiency and service delivery improvements.
Required Qualifications
Bachelor’s degree in one of the following areas or a related field:
- Business Administration
- Information Systems
- Engineering
- Data Science
- Economics
- Technology or Operations Management
Experience:
3-5 years of experience in business analysis, operations analysis, application support, incident management, or a related role.
- Experience working within technology-driven, product-oriented, or operational environments.
- Proven ability to manage multiple priorities and stakeholders simultaneously.
Required Skills:
- Strong analytical and problem-solving abilities.
- Experience gathering and documenting business requirements.
- Ability to translate complex business needs into actionable solutions.
- Familiarity with ServiceNow or similar service management platforms.
- Experience supporting enterprise applications, CRM, ERP, or operational systems.
- Knowledge of incident management, service request processes, and support operations.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Customer-focused mindset with an emphasis on operational impact and service quality.
Preferred Qualifications:
- Experience with business process improvement initiatives.
- Exposure to digital transformation or enterprise technology programs.
- Additional language proficiency beyond English is a plus, particularly Spanish, Portuguese, or French.
Why NTT Data?
Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allow us to transform our goals into achievements, and projects into realities.
NTT Data is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT Data is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.
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