Business System Analyst

Date: Aug 2, 2022

Location: San Juan-Cupey, PR

At Popular, we offer a wide variety of services and financial solutions to serve our communities in the Island and abroad. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; this is why we value their diverse skills, experiences and backgrounds.


Are you ready for a rewarding career?

Over 7,900 men and women in Puerto Rico, Virgin Islands and the United States work at Popular.

Come and join our community!

Full Time Position

Remote work available

General Description

Acts as the single point of contact for specific service and ensures that all service agreements for information technology services are accurate in relationship to their expected performance.

Essential Duties and Responsibilities

  • Accountable for the definition, management, governance, and improvement of the Service Level Management Process. 

  • Ensures that the Service Level Management process and working practices are effective and efficient. 

  • Ensures that all stakeholders are sufficiently involved in the Service Level Management process 

  • Align service delivery with service level requirements. 

  • Participate in negotiating SLA agreements and operational level agreements relating to service.  

  • Set clear business-based targets and ensure that delivery of services is properly assessed, monitored, and managed against these targets.  

  • Monitor SLA/OLA performance for compliance with organizational needs and requirements. 

  • Establishes a shared view of the services and target service levels with customers.  

Essential Duties and Responsibilities

  • Ensures the organization meets the defined service levels through the collection, analysis, storage and reporting of the relevant metrics for the identified services. 

  • Performs reviews to ensure that the current set of services continues to meet the needs of the organization and its customers.  

  • Analyze feedback from users to continue driving service improvement.  

  • Collaborate with Incident Management and Change Management teams. 


Preferably a bachelor’s degree in Computer Science, Information Systems, or related discipline. 


  • Few years of experience in technical support and/or customer support role.  

  • Excellent communication, documentation, and presentation skills. 

  • Good analytical and systematic approach to problem solving.  

  • Excellent judgement, tact, and decision-making ability. 

  • ITIL Knowledge or certification, preferred.  

  • Fluent in Spanish/English 


Analytical Discipline
Business Excellence
Change Agent
Collaboration & Teamwork
Customer Centric
Self Development

Important: The candidate must provide evidence of academic preparation or courses related to the job posting.


Popular requires all employees to be fully vaccinated against COVID-19 by the first day of work. We will require you to provide a copy of your COVID-19 Vaccination Record Card. (1)

(1)  In general, people are considered fully vaccinated: ±

       2 weeks after their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or

       2 weeks after a single-dose vaccine, such as Johnson & Johnson's Janssen vaccine


Popular may provide vaccination exemptions for medical or pregnancy reasons, or due to a sincerely held religious belief or practice, unless doing so would impose an undue hardship to Popular or pose a direct threat to the health and safety of others. If you wish to request a vaccination exemption or have a disability and need assistance with the application process, please contact us at This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.


As Puerto Rico’s leading financial institution, we reaffirm our commitment to offer essential financial services and solutions for our customers at all times, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.





Popular is an Equal Opportunity Employer

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