Senior Business Systems Analyst

Key Responsibilities

• Act as Application and Process Subject Matter Expert: Build a strong understanding of assigned supported applications, associated business processes, integrations, service dependencies and operational support models.
• Support Analysis Across Applications: Triage and progress incidents, service requests, problems and changes, ensuring issues are understood, documented, prioritised and moved towards sustainable resolution.
• Translate Business Needs into Clear Requirements: Work with stakeholders to capture business requirements, define acceptance criteria, map process impacts and translate needs into clear functional specifications, user stories or support documentation.
• Support Demand and Change Enablement: Contribute to demand assessment, impact analysis, prioritisation input, change readiness and handover activities where new or changed services require ESM CoE involvement.
• Coordinate with Stakeholders and Vendors: Act as a liaison between business stakeholders, vendors, internal IT teams, platform owners and end users to ensure issues, requirements and decisions are clearly communicated.
• Support Releases, Testing and Service Transition: Review release notes, assess impact, coordinate testing scenarios, support UAT, validate outcomes and ensure operational readiness before changes are transitioned into support.
• Maintain Knowledge and Documentation: Create and maintain knowledge articles, process maps, troubleshooting guides, requirement artefacts and operational documentation to enable consistent support and auditability.
• Improve Service Quality and Ways of Working: Identify inefficiencies, recurring issues, gaps in process or tooling, and recommend practical improvements that align with ITIL practices and business value.
• Use Reporting and Data to Drive Insight: Support the creation and interpretation of service management reporting, backlog analysis, trend reviews and operational dashboards to inform decisions and priorities.
• Demonstrate a Growth Mindset: Actively seek feedback, build cross-application knowledge, remain curious about new technology and show initiative in developing professional and technical capability.

Required Competence

A Business Systems Analyst in the ESM CoE would be expected to demonstrate capability across the following areas:

• Business Analysis: Able to elicit, analyse and document requirements, process flows, impact assessments and practical solution options.
• Service Management: Understands incident, request, problem, change and demand processes, with an appreciation of ITIL-aligned ways of working.
• Application Support and Ownership: Comfortable supporting multiple enterprise applications, understanding dependencies, diagnosing issues and coordinating resolution.
• Stakeholder Communication: Clearly communicates with technical and non-technical stakeholders, adapting language to the audience and maintaining a professional service focus.
• Problem Solving: Capable of analysing complex issues, identifying root causes, evaluating options and recommending sustainable solutions.
• Reporting and Insight: Able to interpret operational data, identify trends and present meaningful insight to support prioritisation and service improvement.
• Team Collaboration: Works effectively within a distributed global team, supporting shared goals and contributing to team knowledge sharing.
• Adaptability: Responds well to changing priorities, ambiguous requirements and evolving application landscapes.

Essential

• Bachelor’s degree in Business Management, Information Technology, Computer Science, Operations Management or a related field, or equivalent practical experience.
• Experience in business analysis, application support, service management or product/platform operations within a complex business environment.
• Experience working with enterprise applications, ITSM platforms or business systems used by global teams.
• Ability to capture requirements, document processes, define acceptance criteria and support testing or UAT activities.
• Understanding of ITIL-aligned processes such as incident, request, problem, change and knowledge management.
• Strong analytical and problem-solving skills with the ability to turn ambiguity into clear actions and documentation.
• Excellent written and verbal communication skills, including stakeholder management and cross-team coordination.
• Ability to work in a distributed global team set-up, with flexibility to collaborate across time zones where required.

Desirable

• ITIL Foundation or equivalent service management certification.
• Experience with ITSM/ESM, finance tools or similar enterprise applications.
• Experience supporting integrations, APIs, data flows or application dependencies between enterprise systems.
• Experience with Agile delivery, backlog management, demand management or service transition activities.
• Experience producing knowledge articles, troubleshooting guides, dashboard inputs, service reports or operational communications.
• Awareness of vendor management, support escalation processes and release impact assessment.