Senior Business Analyst / Specialist

We have a requirement with AZ, sharing the JD below.

Please find suitable profiles and share across

Location:Pune, Chennai, Bangalore, and Hyderabad.

RRID - 70858761, 70864481

JD:-

The role and core accountabilities

We are seeking an experienced Senior Business Analyst / Specialist to support the IT Infrastructure and Operations Tower by driving service governance, operational reporting, scorecards, KPI/KRA tracking, governance dashboards, and management reviews. The role will partner with operational teams, tower leadership, service owners, and business stakeholders to deliver high-quality reporting, performance visibility, and continuous service improvement.

The ideal candidate should have strong experience in IT operations governance, business analysis, executive reporting, dashboarding, and stakeholder management, along with hands-on expertise in Power BI, Agile, Jira, and MS Office.

Key Responsibilities

· Drive service governance for the IT Infrastructure and Operations Tower through regular review forums, performance tracking, and action follow-up.

· Manage scorecards, KPIs, and KRAs to provide visibility into service health, delivery performance, risks, and improvement opportunities.

· Develop and maintain dashboards and reports using Power BI and other tools, ensuring data accuracy and executive-ready presentation.

· Prepare leadership presentations and service review packs for management and stakeholder governance meetings.

· Analyze operational data including incidents, SLAs, backlog, productivity, compliance, and risks to generate insights and recommendations.

· Coordinate governance meetings including agenda management, documentation, action tracking, and closure.

· Collaborate with stakeholders across tower leads, service managers, delivery teams, vendors, PMO, and business teams.

· Gather and document requirements and identify opportunities to improve reporting, governance, and service management processes.

· Support Agile ways of working and use Jira for tracking demand, backlog, and workflow alignment.

· Ensure data quality and standardization across all governance and performance reporting.

· Drive continuous improvement in reporting automation, governance effectiveness, and service visibility.

Education, Qualifications, and Experience Essential

· Minimum 10 years of overall experience in Business Analysis, IT Operations, Service Governance, PMO/Governance Reporting, or related roles

· Strong experience supporting IT Infrastructure and Operations functions such as service desk, network, server, cloud, database, storage, backup.

· Proven expertise in creating and managing scorecards, KPI/KRA frameworks, service governance dashboards, and leadership reporting

· Strong hands-on experience with Service Now , Power BI, including dashboard creation, data visualization, metric reporting, and storytelling through data

· Working knowledge of Agile methodologies and experience using Jira for tracking, workflow management, and reporting

· Strong analytical and problem-solving skills with the ability to convert operational data into business insights.

· Experience in preparing executive-level presentations, governance packs, and business review documents.

· Excellent communication and stakeholder management skills.

· Exposure to AI-enabled analytics, report automation, data-driven insights, and use of AI tools to improve reporting efficiency and decision-making is preferred.

· Strong understanding of ITIL/IT Service Management concepts, including incident, problem, change, request, SLA, and service performance management

· Ability to work across multiple teams, manage competing priorities, and drive governance discipline

· Strong documentation and requirement analysis skills

Desirable

• Key Skills & Tools: Strong experience in business analysis, requirements gathering, process mapping, governance reporting, and stakeholder management within IT Infrastructure & Operations.
• Ability to analyze service performance, identify trends and improvement opportunities, and present insights effectively to senior stakeholders.
• Hands-on expertise in Power BI, Jira, Excel, PowerPoint, and reporting/dashboard tools, with good understanding of Agile delivery, IT service management, SLA/KPI tracking, and service improvement.
• Exposure to AI-enabled analytics, report automation, data-driven insights, and use of AI tools to improve reporting efficiency and decision-making is preferred.

Thanks
Amol