Business Analyst

POWER A WORLD OF TRUST

Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.

Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services.

We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up!

The Opportunity

We are looking for a collaborative and adaptable Business Analyst, this role plays a critical role in ensuring the smooth operation of the platform by providing high-quality data analysis, operational follow-up, and process support to the Customer Success area. You'll focus on managing tactical and analytical activities that allow Enterprise Customer Success Managers (ECSMs) to focus on strategic relationship management and customer outcomes. The position will enhance the ECSMs’ ability to deliver strong results by taking ownership of internal follow-ups, metric tracking, data behavior analysis, and cross-functional coordination.

The ideal candidate thrives in fast-paced environments, has a strong analytical mindset, and is passionate about helping teams operate more efficiently.

Responsibilities

Production Support and Incident Management:

• Serve as the primary contact for customers reporting technical issues or during productive incidents.
• Monitor and manage open tickets, ensuring timely follow-ups and resolution.
• Provide critical and relevant information on the status and evolution of issues to all involved parties.
• Follow up the status of key initiatives and projects with the corresponding stakeholders.
• Conduct internal follow-ups with stakeholders to keep projects and initiatives on track.
• Support the analysis of customer behavior, product usage, and other key performance indicators.
• Track and analyze key metrics to identify trends or anomalies in customer data.
• Escalate situations when necessary.

Requirements

Technical Background:

• Previous experience in similar roles (1-2 years).
• Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).

Soft Skills:

• Resourcefulness
• Data oriented
• Strong problem-solving and analytical skills.
• Attention to details
• Curiosity, willingness to learn and understand the core functionalities of the platform
• Excellent verbal and written communication skills in English (other languages are a plus).
• Go the extra mile to ensure completeness and quality of deliverables

Nice to have:

• Basic knowledge of databases (SQL, PostgreSQL, NoSQL).
• Experience in consulting, the tech industry, start-ups.
• Exposure to fast-paced, high-growth teams.

8 Aspects of our Culture:

• Values are what we value
• High performance
• Freedom & responsibility
• Context, not control
• Highly aligned, loosely coupled
• Continuous Feedback
• Pay Top of Market
• Promotions & Development
• Learn more about Life at Incode!

Benefits & Perks:

• Meaningful Equity
• Flexible Working Hours & Workplace
• Open Vacation Policy
• Wellness Program
• International Travel Opportunities
• Additional benefits package according to location (401k, medical insurance, etc.)

Equal Opportunities:

Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse, and global team and are always looking for talented and passionate people from all backgrounds and walks of life.

Applicant Data Privacy:

We will only use your personal information concerning Incode’s application, recruitment, and hiring processes.