Business Analyst – AIOps & AI-Powered Infrastructure Operations

Key Responsibilities

• Identify and prioritize AIOps and AI use cases for Infrastructure and IT Operations.
• Analyse existing Infrastructure, Application Support and ITSM processes and identify improvement opportunities.
• Gather business requirements and translate them into functional and technical requirements.
• Work with teams to improve incident, event, problem, change and service request management processes.
• Analyse monitoring and observability data to improve alert quality and reduce alert noise.
• Define requirements for event correlation, alert deduplication, anomaly detection and root cause analysis.
• Support ServiceNow workflow improvements and AI-assisted ITSM processes.
• Work with AI teams to define requirements for AI agents, copilots and operational assistants.
• Prepare BRDs, functional specifications, user stories, process maps and acceptance criteria.
• Support UAT planning, validation and implementation activities.
• Define and monitor operational KPIs such as MTTD, MTTR, incident reduction, alert reduction and automation coverage.
• Prepare reports and dashboards for management and stakeholders.

Requirements

• 5–12 years of overall relevant experience, with 5+ years in Business Analysis within Infrastructure Operations, IT Operations, Service Management or Cloud Operations.
• Experience with enterprise ITSM processes and ITIL frameworks.
• Experience working in Managed Services or Infrastructure Operations environments.
• Strong stakeholder management, communication and facilitation skills.
• Experience gathering business requirements and translating them into technical requirements.
• Good understanding of Infrastructure and Application Operations.
• Knowledge of Windows/Linux, network operations and cloud platforms, preferably Azure.
• Experience with monitoring and observability concepts and tools such as SolarWinds, Instana or Azure Monitor.
• Knowledge of ServiceNow, Incident Management, Problem Management, Change Management and CMDB.
• Understanding of Generative AI, AI agents, prompt engineering and workflow automation.
• Exposure to Azure AI Foundry and Microsoft Copilot is preferred.
• Ability to work effectively with technical and business stakeholders.

Preferred Certifications

• ITIL v4 Foundation / Managing Professional
• Microsoft Azure Fundamentals
• Microsoft AI Fundamentals (AI-900)
• ServiceNow Certified System Administrator
• CBAP / CCBA
• Agile Business Analysis Certification

EA Number: 11C4879