Business Analyst

HM

Note:

This hybrid contract role is three (3) days in office. Candidate resumes must include first and last name, email and telephone contact information.

Description

• The Infrastructure Business Analyst (IBA) supports internal IT infrastructure projects and initiatives by bridging business needs with technical delivery.
• This role is responsible for gathering and evaluating business requirements, coordinating change activities, maintaining accurate records and reports, and ensuring governance through ITSM processes.
• The IBA works closely with infrastructure, operations, security, and service management teams to manage risks, communicate changes, and support successful delivery of infrastructure initiatives.

Key Responsibilities

Business Analysis & Requirements Management

• Elicit, analyze, document, and validate business and technical requirements for infrastructure-related projects and initiatives
• Translate business needs into clear functional and non-functional requirements for infrastructure teams
• Support solution design discussions by providing business context and impact analysis

Project & Initiative Support

• Support planning, tracking, and execution of internal infrastructure projects and initiatives
• Assist project managers and technical leads with scope definition, milestones, dependencies, and deliverables
• Identify and track issues, risks, assumptions, and dependencies; escalate where required
• Track financials and project spend

Change & ITSM Management

• Create, update, and submit ITSM requests and change records in Service Now
• Ensure all changes follow established change management and governance processes
• Attend Change Advisory Board (CAB) meetings to present, clarify, and seek approval for infrastructure changes
• Coordinate pre- and post-change activities, including stakeholder communications and validations

Reporting & Documentation

• Create and maintain reports, dashboards, and status updates for stakeholders and leadership
• Maintain accurate project documentation, records, and audit artifacts
• Track KPIs, SLAs, change success rates, and operational metrics as required

Communication & Stakeholder Management

• Act as a central point of coordination between infrastructure teams, service management, and business stakeholders
• Communicate planned changes, incidents, risks, and impacts clearly and proactively
• Support incident, problem, and post-implementation review activities when required

Risk & Compliance

• Identify operational, technical, and business risks associated with infrastructure changes
• Ensure compliance with internal policies, security standards, and regulatory requirements
• Support audits and governance reviews by providing documentation and evidence

Required Skills & Qualifications

• Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
• Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
• Hands-on experience with Service Now or similar ITSM platforms
• Solid knowledge of ITIL / ITSM change management processes
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities

Desired skills

• ITIL Foundation or higher certification
• Experience working in enterprise or regulated environments
• Familiarity with Agile, Waterfall, or hybrid delivery models
• Experience supporting CABs, audits, or operational governance forums

Key Competencies

• Attention to detail and strong organizational skills
• Ability to manage multiple initiatives and priorities
• Proactive problem-solving and risk identification
• Ability to translate technical information into business-friendly language
• Collaborative, adaptable, and results-oriented

Nice to have Skills :

• Sharepoint knowledge,
• Power BI knowledge ,
• Dashboard updates,
• Service now,
• ITSM process ,
• Reporting.etc

Deliverables

• Infrastructure Life cycle management
• Tracking and reporting of currency upgrades
• Dashboard reporting
• Project coordination

Must Haves:

• Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
• Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
• Hands-on experience with Service Now or similar ITSM platforms
• Solid knowledge of ITIL / ITSM change management processes
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities