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Business Analyst

Pune, India JR008568

Job Description

Summary objective of the job

The ITSM Business Analyst within a project delivery team is responsible for all service management elements including supporting the transition into live service.

This is a dynamic role that plays an integral part in demonstrating Ensono's ability to deliver quality services in line with contractual commitments. 

Shift Timings: 4PM – 1 AM

Job duties and responsibilities

  • Responsibility of the ITSM Operational design for the transition of clients into live service:
  • Understand the customer’s user base and IT operational structure
  • Good understanding of Ensono services
  • Develop and contribute towards the contractual obligations (SLAs and KPIs) and additionally any underpinning contracts
  • Assess current operating procedures against scope of work
  • Identify and develop on-going support requirements
  • Support ITSM Tooling integration design between Ensono services and Client
  • Identification and management of service management RAID items including exclusions and constraints
  • Contribute to tool feature and functionality assessments, requirements discovery, gathering and documentation.
  • Assist the client in mapping functions to organizations, analyzing existing processes for potential improvements, and developing written process analysis documents and workflows.
  • Anticipates and prevents or escalates situations where demand for a service exceeds the capacity to deliver it.
  • Owns the relationship with project stakeholders to identify, prioritize, model and document business process and data requirements.
  • Responsible for explaining the requirements to developers.
  • Process and service tooling design and integration requirements:
  • Creation of processes and associated artifacts.
  • Writing service documentation as required by the delivery teams for use by operations
  • Support service readiness activities, to ensure a smooth transition
  • Support overall solution design that ensures service stability and efficiency.
  • Lead both virtual and co-located teams
  • Influence senior stakeholders both internally and externally with varying objectives
  • Assists with the deployment of ITSM processes and procedures.
  • Provides analysis and support for on-going service delivery.
  • Works with key process stakeholders to capture process policies, work instructions, and knowledge expertise.
  • Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization and or development efforts for IT Processes (CSI).
  • Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
  • Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executives



  • 4-6 years or more of relevant work experience
  • Must be able to communicate effectively with management, clients, and co-workers to exchange information accurately.
  • Solid presentation skills both verbal and written.
  • Must possess strong organizational skills and strong interpersonal skills to effectively relate to Ensono and client needs
  • The ability to write coherent, concise, and readable service documentation
  • 1+ years of experience using ServiceNow and SharePoint
  • Knowledge of IT Service Management (ITSM) tools (IBM, BMC Remedy, ServiceNow, JIRA, databases, CMDB, Discovery Tools)
  • ITIL4 certification preferred
  • Good knowledge of service management and project management concepts and techniques
  • Experience of service operating model design for major IT systems
  • Experience running workshops
  • Commercially astute – working knowledge of the contractual obligations and associated constraints
  • Self-motivating and objective setting
  • Leadership skills for team co-ordination and motivation
  • Work well as a team member in a fast-paced and often time-sensitive environment

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