ITSM Business Analyst

The Business Analyst plays a pivotal role in ensuring the successful delivery of solutions by bridging the gap between customer needs and technical implementation. The role involves understanding business objectives, gathering and analyzing requirements, and translating them into clear, actionable specifications for delivery teams. The Business Analyst drives stakeholder alignment, supports solution design, and enables the adoption of IT Service Management (ITSM) and observability solutions that deliver measurable value to our customers. Key responsibilities: Work with project sponsors, project managers, and technical teams to gather and analyze business requirements, objectives, and pain points. Elicit, document, and validate functional and non-functional requirements through workshops, interviews, and user stories. Translate requirements into clear functional specifications, process flows, and acceptance criteria. Ensure delivery teams have a solid understanding of requirements, resolving ambiguities and clarifying scope throughout the project lifecycle. Support solution design by validating feasibility and alignment with ITSM and observability capabilities. Collaborate with QA/testing teams to define test cases, validate deliverables, and confirm solutions meet customer needs. Track, manage, and document changes in requirements to maintain alignment with project scope and timelines. Facilitate stakeholder reviews, walkthroughs, and sign-offs to ensure clarity, transparency, and alignment. Provide delivery support by monitoring progress, highlighting risks, and ensuring requirements traceability from initiation to deployment. Contribute to customer success initiatives by providing business analysis expertise when required. Minimum Requirements: Bachelor’s degree in Business, Information Systems, Computer Science, or a related field. 3+ years of proven experience as a Business Analyst in IT solution delivery or consulting environments. Strong knowledge of IT Service Management (ITSM) and/or enterprise IT delivery processes. Experience with requirements elicitation techniques (e.g., workshops, interviews, user stories). Solid understanding of software project delivery lifecycles (Agile, Waterfall, or hybrid). Proficiency in documentation and collaboration tools (e.g., JIRA, Confluence, MS Office, Lucidchart). Excellent communication and stakeholder management skills, with the ability to translate technical details into business language. Strong analytical, problem-solving, and critical-thinking abilities.