Business Analyst / Sr Business Analyst / Lead Business Analyst (End User Experience & Infrastructure)

Job Summary

We are looking for a dynamic Business Analyst / Senior BA / Lead BA / Scrum Master to support the End User Experience and Infrastructure Engineering teams. The ideal candidate will bring strong functional knowledge of IT infrastructure and device management, combined with the ability to drive agile delivery, facilitate stand-ups, manage backlogs, and coordinate with cross-functional stakeholders.

This individual will also assist in consolidating team data, generating operational reports, and helping to optimize team processes through continuous feedback and structured planning.

Key Responsibilities

1. Agile Delivery & Scrum Facilitation

• Act as Scrum Master for engineering sprints across Endpoint Management, Application Packaging, and Infrastructure support teams.
• Facilitate sprint ceremonies: daily stand-ups, sprint planning, reviews, and retrospectives.
• Maintain and groom backlogs in tools like Azure DevOps or Jira, ensuring clear story definition and prioritization.
• Track sprint velocity, blocker resolution, and team-level metrics for leadership reporting.

2. Business Analysis & Requirements Gathering

• Collaborate with engineering leads to understand technical requirements related to Windows, macOS, Intune, SCCM, JAMF, etc.
• Document user stories and acceptance criteria for automation, application deployment, and endpoint configuration initiatives.
• Gather and refine business and technical requirements, working with stakeholders to produce clear, execution-ready user stories with defined DoR and DoD, and act as the primary liaison between requestors and engineering teams.

3. Reporting, Data Consolidation & Insight Generation

• Consolidate data from multiple sources (e.g., ticketing tools, DevOps boards, endpoint tools) to produce status dashboards and performance metrics.
• Analyze trends related to incident volumes, deployment success rates, policy compliance, and application delivery SLAs.
• Present insights in executive-ready formats using Excel, Power BI, or presentation decks.

4. Process Improvement & Governance

• Help define and improve team workflows and SOPs across endpoint management and infrastructure operations.
• Identify process inefficiencies and work with leads to implement corrective measures.
• Assist in documenting compliance with ITIL best practices and organizational security policies.

5. Stakeholder Coordination

• Own cross-team coordination and dependency management across End User, Security, Application, Cloud/M365, and Network teams to ensure timely delivery of End User Experience initiatives.
• Support release and deployment cycles with proper change management tracking.
• Act as the primary communication link between End User Experience, PMO, leadership, and delivery partners, ensuring project-driven backlog work is planned, prioritized, and executed in line with approved schedules, with early escalation of risks and conflicts.

Required Skills & Experience:

Must-Have:

• 58 years of relevant experience as a Business Analyst, Scrum Master, or hybrid role in IT teams.
• Familiarity with endpoint platforms (e.g., Microsoft Intune, SCCM, JAMF) and IT infrastructure workflows.
• Hands-on experience with Agile delivery, backlog tracking, and sprint planning.
• Leverage advanced analytical capabilities in Excel, Power BI, or similar tools to drive consistent, accurate reporting, introduce analytics best practices, and mentor team members to improve data analysis and reporting quality.
• Understanding of ITIL concepts, ticket lifecycle, and service request workflows.

Good-to-Have:

• Experience using Azure DevOps, ServiceNow, SysAid, or BMC Helix for tracking and documentation.
• Certifications: Scrum Master (CSM/PSM), ITIL v4 Foundation, or Agile BA.
• Basic understanding of endpoint compliance tools, automation scripts, or packaging workflows is a plus.

Education:

• Bachelors degree in Information Technology, Computer Applications, or Business Analysis (BCA, B.Sc. IT, B.Tech, etc.)