About the Company
The Business Analyst plays a pivotal role in ensuring the successful delivery of solutions by bridging the gap between customer needs and technical implementation. The role involves understanding business objectives, gathering and analyzing requirements, and translating them into clear, actionable specifications for delivery teams.
About the Role
The Business Analyst drives stakeholder alignment, supports solution design, and enables the adoption of IT Service Management (ITSM) and observability solutions that deliver measurable value to our customers.
Main Responsibilities
- Collaborate with sponsors, project managers, and technical teams to gather and analyze business needs.
- Document and validate functional and non-functional requirements through workshops, interviews, and user stories.
- Translate requirements into clear specifications, process flows, and acceptance criteria.
- Ensure delivery teams understand requirements, clarifying scope and resolving ambiguities.
- Support solution design to ensure feasibility and alignment with ITSM and observability standards.
- Work with QA teams to define test cases, validate deliverables, and confirm solutions meet needs.
- Track and manage requirement changes to stay aligned with project scope and timelines.
- Facilitate stakeholder reviews, walkthroughs, and sign-offs for clarity and transparency.
- Monitor delivery progress, highlight risks, and maintain requirements traceability.
- Contribute business analysis expertise to customer success initiatives when needed.
Qualifications & Experience
- Bachelor's degree in Business, IT, Computer Science, or related field.
- 3+ years experience as a Business Analyst in IT solution delivery or consulting.
- Strong knowledge of IT Service Management (ITSM) and enterprise IT processes.
- Skilled in requirements gathering (workshops, interviews, user stories).
- Good understanding of software delivery lifecycles (Agile, Waterfall, hybrid).
- Proficient in tools such as JIRA, Confluence, MS Office, and Lucidchart.
- Excellent communication and stakeholder management skills; able to bridge technical and business needs.
- Strong analytical and problem-solving abilities.
- Familiarity with ITSM, observability, monitoring, or AIOps platforms.
Preferred:
- Experience with ITSM/ESM tools (e.g., ServiceNow, BMC).
- Knowledge of testing practices, UAT, and test case definition.
- Exposure to customer success or post-implementation support.
- Certifications (CBAP, CCBA, PMI-PBA, Agile/Scrum).
- Bilingual in English and Mandarin.
