Work model: Hybrid (2 days in the office per week)
Job Type: Full Time
Job Location: Málaga or Madrid
We are seeking an experienced Business Analyst to join our internal tooling operations team, focusing on optimizing how our teams work together using corporate collaboration platforms and our observability infrastructure. You will be the champion for process improvement across the organization, working directly with teams to streamline their workflows in tools like Atlassian stack (Jira, Confluence), while also supporting our observability platform initiatives. This role requires someone who can understand diverse team needs, design efficient processes, and define solutions that enhance productivity and collaboration company-wide.
Responsibilities
Stakeholder Engagement & Requirements Gathering
- Partner with teams across all departments to understand their unique workflows, collaboration and observability needs.
- Act as the liaison between end users, technical administrators and platform teams.
- Facilitate workshops and working sessions to gather requirements for process improvements.
- Build consensus among stakeholders with competing needs or different working styles.
- Manage change resistance by demonstrating value and providing excellent support.
Process Analysis & Optimization
- Analyze current team’s needs, workflows, and pain points across departments, and related collaboration tools.
- Evaluate and optimize processes around our observability platform (monitoring, alerting, metrics collection)
- Develop best practices and governance frameworks for tool usage and observability practices across the organization.
- Conduct process mapping sessions with teams to document existing workflows and identify inefficiencies.
- Design and implement improved solutions that standardize work while respecting team-specific needs.
- Develop best practices and governance frameworks for tool usage across the organization.
- Create process documentation, standard operating procedures, and workflow diagrams.
Jira & Confluence Administration & Enhancement
- Work closely with Jira/Confluence administrators to translate business requirements into technical configurations.
- Design and optimize Jira project structures, workflows, issue types, fields, and screen schemes.
- Create and maintain Confluence space structures, templates, and content organization strategies.
- Develop custom dashboards, filters, and reports that provide meaningful insights to teams and leadership.
- Evaluate and recommend marketplace apps or integrations that enhance team productivity.
Observability Platform Support
- Gather requirements from technical teams for monitoring, alerting, and observability needs.
- Work with infrastructure and DevOps teams to understand their observability workflows and pain points.
- Design and document processes for incident management, on-call rotations, and alert response procedures.
- Help define standards for metrics collection, dashboard creation, and alerting thresholds.
- Collaborate with platform administrators on improvements to monitoring tools (Prometheus, Grafana, Icinga2, ELK stack, etc.).
- Create documentation and training materials for observability best practices.
- Support integration efforts between observability platforms and collaboration tools (e.g., Jira for incident tracking).
Training & Enablement
- Develop training materials, guides, and video tutorials for corporate tools and processes.
- Conduct training sessions for new users and advanced functionality workshops.
- Create a knowledge base in Confluence for self-service support.
- Provide ongoing support and consultation to teams adopting new processes.
- Champion tool adoption and best practices across the organization.
Continuous Improvement & Reporting
- Monitor tool usage metrics and team feedback to identify improvement opportunities.
- Establish KPIs to measure process efficiency and tool adoption.
- Conduct regular retrospectives with teams to gather feedback on implemented changes.
- Stay current on platform updates, new features, and industry best practices.
- Present findings and recommendations to leadership on process optimization initiatives.
Requirements
- Bachelor’s degree in Business Administration, Information Systems, or related field.
- Experience as a Business Analyst, preferably in an internal operations or IT role.
- Outstanding communication skills with ability to explain technical concepts to non-technical audiences.
- Hands-on experience with Atlassian stack.
- Proven track record of successful process improvement initiatives.
- Strong understanding of Agile methodologies, Scrum, and Kanban frameworks.
- Experience facilitating workshops and gathering requirements from diverse stakeholder groups.
- Excellent process mapping and documentation skills.
- Proficiency with workflow diagramming tools (Visio, Lucidchart, Draw.io).
- Self-starter who can work independently and manage multiple improvement initiatives.
- Experience working with technical teams (DevOps, SRE, Infrastructure, Operations).
Preferred Qualifications
- Atlassian Certified Professional certifications (Jira Administrator, Confluence Administrator).
- Business Analysis Professional certifications (CCBA, CBAP, PMI-PBA.
- Experience with other enterprise collaboration tools (Slack, Microsoft Teams, ServiceNow, etc.).
- Experience with observability and monitoring platforms (Prometheus, Grafana, Icinga2, ELK, etc.)
- Knowledge of JQL (Jira Query Language) and Confluence macros.
- Familiarity with API integrations and automation tools (Automation for Jira, ScriptRunner).
- Experience with ITSM or ITIL processes.
- Background in change management methodologies.
- SQL skills for data analysis and reporting.
- Familiarity with PromQL.
- Previous experience in IT operations, infrastructure, or DevOps environments.
Technical Skills
- Advanced Jira configuration (workflows, schemes, permissions, custom fields).
- Confluence space administration and content strategy.
- Process modeling and business process management (BPM).
- Data analysis and metrics tracking.
- Understanding of REST APIs and integrations.
- Basic scripting or automation experience (bonus).
- Familiarity with alerting concepts and incident response workflows.
Key Competencies
- Systems thinking and holistic problem-solving approach.
- Empathy and ability to understand diverse user perspectives.
- Change management and adoption strategies.
- Influence without authority.
- Detail-oriented with strong organizational skills.
- Collaborative mindset and team-oriented approach.
- Proactive and solution-focused attitude.
- Adaptability to evolving organizational needs.