Business Analyst (ITSM)

Area(s) of responsibility

About Birlasoft:

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

1. About the Job – Business Analyst (ITSM)
2. Job Title – Business Analyst (ITSM)
3. Location: Pune
4. Educational Background – BE/Btech
5. Key Responsibilities –

We are looking to hire a Senior Business Analyst with an ITSM Incident Management / Problem Management background.

Qualifications:
Required Skills and Abilities:
• 7+ years of Business Analyst experience
• 3-5 years of Incident Management experience
• 3-5 years of Problem Management experience
• Bachelor’s degree in business, accounting, IT or any related field

Must have skills: EXCELLENT Communication skills
• Communicating ideas and viewpoints to executives and senior management
• Acting as a liaison between business and IT groups.
• Practical knowledge of ServiceNow reports/reporting
• Practical Knowledge of PowerBI
• Practical Knowledge in ServiceNow Performance Analytics advantageous
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Practical knowledge of Microsoft Visio is advantageous
• Ability to create ad-hoc ServiceNow reports to demonstrate theory/risk/finding
• Build/maintain relationships with key stakeholders
• Identify innovative ways to increase IT Availability/Stability
• Creating monthly metric and performance reports
• Proven experience as a business analyst
• Ability to handle multiple deliverables in a fast-paced environment
• Excellent problem-solving and analytical skills

Nice to Haves:
• ITIL Certified would be a plus