About the role :

- Analyse large data sets, through reporting platforms, to find trends or anomalies that represent opportunities for service delivery optimisation, aligned to business goals.

- Develop powerful client-facing CSI insights, use cases and reports.

- Build documentation and visuals to support both technical and non-technical stakeholders.

- Ensure exceptional documentation standards across all phases of delivery.

- Conduct peer reviews of deliverables and statements of work.

- Own and lead global client-facing meetings and workshops with professionalism and clarity.

- Communicate technical or analytical concepts in accessible, business-oriented language.

- Act as the primary BA contact for key client accounts and strategic engagements.

- Manage timelines and quality assurance of deliverables from the team.

- Provide oversight and direction for junior business analysts and data scientists.

- Ensure alignment of analytical outputs with strategic business objectives.

- Provide operational and strategic guidance on leveraging ITSM platforms effectively (BMC Helix, ServiceNow, etc.).

- Identify gaps and propose optimisations based on metrics, KPIs, and ITIL best practices.

- Collaborate with developers and product teams to enhance AI Talos and related platforms.

- Contribute to prompt engineering and refining AI input/output for more relevant insights.

Additional Competencies :

- 5+ years' experience in Business Analysis, with recent experience in a Senior or Lead BA role, or significant Service Management operational experience.

- Analytical mindset

- Demonstrated experience managing the delivery of tasks and people to tight deadlines.

- Solid understanding of ITSM tools (e.g. ServiceNow, Ivanti, BMC) and ITIL processes.

- Strong experience with reporting and data visualisation tools (e.g. Power BI, Excel, Tableau).

- Excellent stakeholder management, facilitation, and presentation skills.

- Clear and articulate communicator with fluency in English (spoken and written).

- Detail-oriented with high standards in documentation and process delivery.

- Comfortable working in Agile, Waterfall, and hybrid environments.

- Experience guiding or mentoring junior team members.

- Confidence to take ownership of projects and lead discussions or workshops independently.

Desirable Skills :

- Familiarity with prompt engineering for AI/LLM-based tools

- Knowledge of presales processes and customer journey mapping

- Understanding of AI applications within service management environments

- Experience in Python, SQL, or similar scripting/data languages

Educational Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field

- ITIL Foundation certification (Practitioner or Advanced desirable)

- CBAP, BCS, or other recognised BA certifications (desirable)

Educational Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field

- ITIL Foundation certification (Practitioner or Advanced desirable)

- CBAP, BCS, or other recognised BA certifications (desirable)