Business Support Analyst

Company Profile

RS2 offers secure payment services, payment software and managed services to clients in over 35 countries. The company upholds the highest industry standards and RS2’s in-house designed payments solution is the software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Job

The Business Support Analyst – Client Focus is a hybrid role combining Business Analysis, Client Relationship Management, Service Delivery and Production Support responsibilities. The successful candidate will be responsible for managing the full client lifecycle, from requirements gathering and solution implementation through to post-go-live support and service delivery.

During implementation projects, the Business Support Analyst – Client Focus will work closely with clients and internal teams to gather and analyse business requirements, coordinate change requests, support testing activities, oversee release readiness, and ensure successful solution delivery. The role plays a key part in ensuring that all changes are delivered through RS2’s Release Management process while maintaining quality standards and meeting client expectations.

Following go-live, the Business Support Analyst – Client Focus will retain ownership of assigned client relationships and act as the primary point of contact for BAU matters. This includes managing production incidents, coordinating issue resolution, overseeing service requests, monitoring SLA compliance, facilitating communication between clients and internal teams, and driving problem management activities to ensure service stability and continuous improvement.

The successful candidate will be expected to develop a strong understanding of client business requirements and operational processes, enabling them to provide effective support, manage client expectations, and ensure the successful operation of Bankworks solutions in production environments.

Key areas of Responsibilities

• Managing client relationships and acting as a trusted advisor throughout the client lifecycle.
• Gathering, analysing, and documenting business requirements for change requests and enhancements.
• Coordinating delivery activities, testing, user acceptance testing (UAT), and release management processes.
• Supporting solution configuration, validation, and implementation activities.
• Acting as the primary coordination point for production incidents, service requests, and operational escalations.
• Ensuring timely resolution of client-raised issues in accordance with agreed SLAs.
• Facilitating communication between clients and internal delivery, support, technical, and quality assurance teams.
• Driving root cause analysis and continuous service improvement initiatives.
• Providing regular status updates, reporting, and operational oversight for assigned clients. This position requires strong client‑facing communication skills, sound analytical capabilities, knowledge of payments systems and processes, and the ability to balance delivery and operational support responsibilities in a dynamic environment.
• The role includes mandatory participation in a 24x7 operational support roster, requiring coverage of shifts, weekends, public holidays, and out‑of‑hours support as scheduled.

Duties & Responsibilities

• Building and maintaining relationships with clients and their key personnel.
• Act as the central point of contact for assigned clients in relation to client raised requests.
• Attending client meetings related to deliverables or incidents.
• Manage clients’ requests in a timely and cost‑effective manner, adhering to client SLAs.
• Take ownership of the overall progress and resolution of an assigned portfolio of support issues.
• Involved, own and lead delivery teams in relation to requirements gathering of change requests.
• Serve as a functional reference point and mentor for team members.
• Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.
• Provide product setup and configuration for deliverables or to resolve live…