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.

Technical Skills :

Strong proficiency in data analysis tools (Excel, SQL, Power BI, Tableau).

Experience with ITSM tools and frameworks (ServiceNow preferred, Jira a plus).

Strong Microsoft Excel skills (pivot tables, advanced formulas, reporting).

Knowledge & Abilities :

Excellent analytical, problem-solving, and communication skills.

Ability to translate complex data into clear insights for technical and business stakeholders.

Understanding of financial accounting principles, including multi-currency operations.

Experience with SAP / Finance systems preferred.

Knowledge management platform experience; ability to create and maintain high-value content.

Soft Skills :

Strong written, oral, and interpersonal communication skills.

Ability to manage multiple responsibilities in a fast-paced environment.

Persistence in solving problems, balanced with good judgment on when to escalate.

Strong collaboration skills across global, cross-functional teams.

Confident presenting to stakeholders, including executive-level audiences.

Highly organised, detail-oriented, and proactive in driving improvements.

Other :

Flexibility to work occasional non-standard hours to support global operations.

Able to work autonomously and exercise judgment within defined procedures.