Senior Business/Systems Analyst

Position Description

 

The Senior Business Analyst plays a critical role in driving the success of IT Service Management (ITSM) by leveraging data-driven insights, enhancing processes, and implementing innovative solutions. This position bridges the gap between technical teams and business stakeholders to deliver optimized workflows, actionable analytics, and enhanced service delivery.

 

The Senior Business Analyst will be part of the IT Service Management (ITSM) team within Client Services, focusing on gathering and defining clear requirements, analyzing data for actionable insights, and driving measurable process improvements aligned with ITIL practices. They will also enhance enterprise reporting, establish feedback mechanisms, support automation, and empower team success. To achieve these goals, they will collaborate closely with the ITSM platform team, the Business Intelligence and Analytics team, and key business stakeholders.

 

The ideal candidate will be a strong analytical thinker with keen attention to detail, ensuring accuracy and thoroughness in their work. Their proactive, innovative, and outcomes-driven approach will enable them to anticipate challenges, address gaps, and consistently deliver measurable results. These achievements will be supported by their exceptional communication and collaboration skills, which allow them to build strong relationships and drive alignment across teams.

 

This role drives the organization’s ongoing maturation, enabling it to achieve operational excellence while enhancing customer satisfaction and service quality.

 

Primary Responsibilities

Business Analysis

 

• Collaborate with Process Owners (Incident, Change, Problem, Knowledge) and business stakeholders to define detailed requirements for process and reporting improvements.
• Analyze existing ITSM workflows, identify inefficiencies, and recommend automation or optimization solutions.
• Conduct workshops, interviews, and process mapping exercises to capture nuances in current workflows.

 

Enterprise Reporting and Analytics

 

• Develop and maintain enterprise reporting tools and dashboards to provide real-time insights into key ITSM metrics (e.g., SLA compliance, incident trends, root cause analysis).
• Support the development and tracking of metrics and KPIs for other department projects, ensuring alignment with organizational objectives and operational goals.
• Extract, transform, and analyze data from the ServiceNow platform and other enterprise data sources to support strategic and operational goals.
• Use advanced analytics techniques (e.g., predictive modeling, trend analysis) to identify patterns and proactively address potential issues.

 

Feedback and Service Quality Improvement

 

• Design, implement, and manage feedback mechanisms (e.g., surveys, focus groups) to measure customer satisfaction and service quality.
• Analyze feedback data to identify trends, gaps, and opportunities for improvement in IT services.
• Provide actionable recommendations to enhance customer experience and align service delivery with business needs.

 

Automation and AI Integration

 

• Design automation workflows to streamline routine tasks and improve operational efficiency.
• Explore and integrate AI-driven tools to enhance ITSM processes, such as incident categorization, root cause prediction, and service desk automation.
• Partner with technical teams to pilot and deploy AI/automation solutions, ensuring alignment with organizational goals.

 

Team Support and Enablement

 

• Provide training and knowledge-sharing sessions for team members on using enterprise reporting tools and interpreting data insights.
• Act as a liaison between ITSM team members and technical teams to ensure seamless adoption of