Senior Business Analyst

Job Description

We are seeking an experienced and detail-oriented Senior Business Analyst to join our team specializing in IT Service Management (ITSM). In this pivotal role, you will analyse and model business requirements, translating them into systems design and technical specifications that support our organizational goals. Your ability to communicate effectively with both senior and junior staff in both technical and non-technical language will be crucial for bridging the gap between business needs and IT solutions.
Responsibilities:

Collaborate with stakeholders to gather, analyse, and document business requirements.

Model business processes and workflows to identify opportunities for improvement and optimization.

Translate business requirements into detailed systems design and technical specifications that guide development efforts.

Work closely with development and technical teams to ensure that solutions align with business objectives.

Develop and maintain comprehensive process documentation, including business process models, use cases, and implementation plans.

Ensure all documentation is clear, concise, and accessible to both technical and non-technical audiences.

Create implementation plans that outline the necessary steps, resources, and timelines for successful project execution.

Collaborate with project managers to support project planning, risk assessment, and mitigation strategies.

Design and implement reporting frameworks to measure the performance of ITSM processes and systems.

Analyse data and generate reports to provide insights into process efficiency and effectiveness, supporting informed decision-making.

Effectively communicate findings and recommendations to both senior management and junior staff, tailoring messages to the audience's technical proficiency.

Facilitate workshops and meetings to gather feedback and ensure alignment on project goals and deliverables.

Stay informed about industry trends and best practices in ITIL and ITSM, applying this knowledge to improve processes.

Identify and advocate for process improvements, ensuring the organization remains competitive and efficient.

Requirements

Requirements
Qualifications:

National Diploma in IT or equivalent (mandatory).

ITIL Intermediate Certification (mandatory).

Project Management Certification (PMP, PRINCE2, or equivalent preferred).

Experience:

8+ years of relevant experience in business analysis, particularly within ITSM environments.

Proven track record of translating business requirements into technical specifications and process documentation.

Technical

Skills:

Familiarity with ITSM tools (e.g., Service Now, BMC Remedy) and project management software.

​Proficient in data analysis and reporting tools (e.g., Excel, Power BI).