Business Analyst ITSR

Key Responsibilities: ITSR Transformation & Project Management (Primary Focus) 1. Strategic Implementation: Actively participate in the discovery, definition, development, and deployment phases of the ITSR platform, ensuring a seamless transition from legacy systems. 2. Requirements & Design: Lead requirements gathering, analysis, and design for ITSR features, collaborating closely with users, application and services teams, development, other ITSM workstreams and other stakeholders. 3. Automation & Efficiency: - Automated Regression Testing: Work in close collaboration with development teams to design and implement automated regression testing for the ITSR platform, ensuring stability and reliability of new releases. (No direct development required). - Ticket Volume Reduction: Drive initiatives and strategies aimed at reducing monthly support ticket volumes, leveraging process improvements, automation, and user education within the ITSR framework. - Automated Reporting: Lead the automation of service request ticket analysis dashboards and reports, transitioning from manual data extraction and manipulation to a streamlined, automated reporting solution. 4. Project Governance & Reporting: - Schedule and facilitate regular cadences with Journey Sponsors, Workstream Leads, and stakeholders, including preparing meeting decks, file notes, and tracking action items. - Maintain and track burndown of ITSR project backlogs, overall work plans, and manage interdependencies among workstreams. - Prepare and present comprehensive status reports and management presentations on ITSR journey progress. 5. Quality Assurance & User Acceptance: - Support and facilitate issue resolution throughout the ITSR implementation lifecycle. - Review and refine UAT test cases, and conduct UAT and live verification for ITSR rollouts. - Validate designs and prototypes. 6. Communication & Collaboration: Collaborate with relevant parties on communications and broadcasts related to ITSR rollout and broader ITSM initiatives. ITAS Operations (BAU) – Secondary Role/Cover: - Performance Monitoring: Actively track and review actionable insights and observability from the ITAS Control Tower, focusing on ticket Service Level Agreements (SLAs). - SLA & Backlog Management: Review and follow up with support teams on ticket SLAs, and maintain and burn down backlogs as prioritized for ITAS Operations. - Feedback & Sentiment Analysis: Review and follow up on negative sentiments and feedback from Employee Experience surveys and ticket feedback. - Training & Recognition: Collaborate with HR Learning on mandatory training for service engineers and support recognition programs. - Dispute Resolution: Support the Arbitration Team in processing ticket transfer requests, handling disputes, and managing aging cases. - Metrics & Reporting: Track and report on ITAS driver and outcome metrics. - Stakeholder Engagement: Schedule bi-weekly cadences with Lines of Business (LOBs) / markets. - Enhancement UAT: Perform UAT for ITSR enhancements and fixes. Requirements: - 5 to 6 years of working experience, with significant exposure to Service Management principles and practices. - Proven experience in IT application or infrastructure development or support. - Demonstrated experience in Agile, Scrum, or Kanban methodologies. - Strong project management skills or experience in leading and managing diverse stakeholders. - Exceptional analytical and critical thinking abilities, strong data analysis skills, and a meticulous, process-oriented, and audit-compliant mindset. - Proficiency in MS Office tools (MS Excel and PowerPoint) for data analysis and management presentations. - Relationship-led qualities, with the ability to be strong and firm with stakeholders regarding process compliance. - Experience in designing or implementing automated testing solutions is highly desirable. - Familiarity with reporting tools and dashboard automation is a plus.