Business Systems Analyst

Position Summary

We are seeking a data-driven and detail-oriented Business Systems Analyst to support the optimisation of IT service delivery through data analysis, reporting, and actionable insights. This role will work closely with ITSM teams to analyse service performance, identify trends, and drive continuous improvement across IT operations.

As a key member of the Global End User Services (EUS) team, the Business Systems Analyst will share responsibility for effectively managing Service Management queues, developing metrics, and supporting operational excellence. The ideal candidate has strong analytical skills, a collaborative mindset, and the ability to translate complex data into clear, actionable outcomes that improve ITSM processes and service quality.

This position requires flexibility, problem-solving skills, and the ability to balance project work, reporting, and stakeholder engagement in a fast-paced, global environment.

Key Responsibilities

• Collect, analyse, and interpret data from ITSM platforms (e.g., ServiceNow, Jira) to support data-driven decision-making.
• Develop and maintain dashboards and reports to monitor KPIs, SLAs, and operational metrics.
• Identify trends, anomalies, and opportunities for process improvement in incident, problem, change, and request management.
• Ensure data quality, consistency, and integrity across ITSM systems.
• Collaborate with ITSM process owners, End User Services, and other GIS teams to define reporting needs and data requirements.
• Provide insights and recommendations to improve service performance and customer satisfaction.
• Support local India procurement and stock management processes in alignment with budget deadlines and workflows.
• Contribute to budget planning, spend analysis, and optimization opportunities for EUS.
• Support vendor management activities, including contract negotiations, renewals, RFPs, and RFIs.
• Support and contribute in training materials development, user guides, and documentation to support adoption of ITSM processes.
• Participate in cross-functional initiatives to standardize ITSM practices globally.
• Deliver exceptional results on projects in an agile environment, acting as a change advocate for iterative improvements.
• Automate data extraction and reporting processes where possible.
• Assist with audits and compliance reporting related to ITSM processes.

Requirements

• Experience: Minimum 3+ years in an ITIL or IT Service Management environment.
• Experience with ITSM tools and frameworks (ServiceNow preferred)
• In-depth experience with SNOW ticketing system including reports, dashboards, KPIs, SLAs, etc.
• Strong proficiency in data analysis tools such as Excel, Power BI, and Tableau.
• Advanced Microsoft Excel skills (pivot tables, complex formulas, reporting)
• Ability to perform trend analysis and identify process improvement opportunities across incident, problem, change, and request management
• Experience in budget planning, spend analysis, and supporting vendor management activities including contract negotiations, renewals, RFPs, and RFIs