Business Analyst; Mainframe & ITSM

Job Description

Must Have Technical/Functional Skills

• Requirements Gathering
• BRD / FRD Preparation
• User Story Creation
• Process Mapping
• Stakeholder Management
• UAT Coordination

• COBOL
• JCL
• DB2
• VSAM
• CICS
• IMS (preferred)
• Batch Processing ITSM & Operations
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Root Cause Analysis
• SLA Tracking
• ITIL Framework Tools
• Service Now / Remedy
• Jira
• Confluence
• HP ALM / Quality Center
• MS Excel
• Visio
• Preferred Domain Experience
• Banking & Financial Services
• Credit Union / Retail Banking
• Cards & Payments
• Insurance

• Analyze Incident, Problem, Change, and Service Request tickets raised through ITSM tools (Service Now, Remedy, Jira, etc.).
• Perform ticket triage, impact analysis, prioritization, and categorization.
• Work with business users and technical teams to understand production issues and drive timely resolution.
• Conduct root cause analysis (RCA) for recurring incidents and recommend preventive measures.
• Track ticket SLAs, backlog trends, and operational metrics.
• Participate in production support governance meetings and service reviews.

• Gather, document, and validate business requirements from stakeholders.
• Translate business needs into functional specifications and user stories.
• Facilitate requirement workshops, JAD sessions, and stakeholder discussions.
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), process flows, and use cases. Support UAT planning, execution, and defect management.

• Analyze Mainframe applications and business processes.
• Collaborate with development teams working on COBOL, JCL, VSAM, DB2, CICS, IMS, and batch processing systems.
• Review production logs, batch failures, and transaction exceptions.
• Assess impacts of enhancements, regulatory changes, and defect fixes on Mainframe systems.
• Support release planning and implementation activities.

• Act as liaison between Business, Production Support, Development, QA, and Infrastructure teams.
• Communicate business impacts, priorities, and resolution status to stakeholders.
• Prepare status reports, dashboards, and management updates.
• Coordinate across onshore and offshore teams to ensure service continuity.

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to interpret technical Mainframe issues from a business perspective.
• Experience working in Agile and Waterfall delivery models.
• Strong documentation and presentation skills.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $130,000-$160,000 a year

BACHELOR OF COMPUTER SCIENCE