Business Analyst _ Support MODEL & Service Operations

Role Summary

We are seeking an experienced and proactive Business Analyst to support the design, implementation, and continuous improvement of operational support models for business-critical applications and services. The successful candidate will work closely with business stakeholders, technology teams, vendors, service owners, and support teams to define, document, and optimize support processes, governance frameworks, and service management practices.

This role requires a strong analytical mindset, excellent documentation skills, and the ability to translate complex business and technical requirements into clear, actionable deliverables.

Work Details

Work Location: Remote India

Shift: UK Shift

Key Responsibilities

Support Model Design & Documentation

• Create, maintain, and review support model documentation.
• Develop and maintain Functional Specification Documents (FSDs), Service Design Documents, Support Runbooks, Architecture and Integration Documentation, Process Flows and Workflows, and Operating Procedures and User Guidance.
• Facilitate workshops to gather and validate requirements from business and technology stakeholders.

Service Management & Governance

• Define and document Incident Management processes, Problem Management processes, Change Request workflows, Service Request procedures, Escalation paths, and Hypercare and BAU transition plans.
• Develop and maintain RACI matrices ensuring clear ownership and accountability across support teams.
• Support the creation, review, and governance of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Assist with supplier and vendor service reviews.
• Work closely with technology (DEV) teams to explain requirements, test developed solutions, and perform UAT in close coordination with the business on relevant scenarios.

Change & Release Management

• Analyse and document change requests.
• Create and manage Azure DevOps (ADO) Product Backlog Items (PBIs), Features, and User Stories.
• Collaborate with development, testing, and support teams to clarify requirements and acceptance criteria.
• Support release planning and release governance activities.
• Review release documentation and readiness criteria.

Incident & Continuous Improvement

• Support incident investigations and Root Cause Analysis (RCA) activities.
• Identify process improvement opportunities and recommend solutions.
• Track operational metrics and service performance indicators.
• Assist in defining support KPIs and reporting requirements.

AI & Automation Adoption

• Promote the use of AI-enabled tools and automation within Business Analysis practices.
• Utilize AI solutions such as Microsoft Copilot, GPT-based assistants, and workflow automation tools to improve requirement gathering, documentation creation, process analysis, test scenario generation, and knowledge management.
• Identify opportunities to automate repetitive operational and reporting activities.

Required Skills & Experience

Essential

• 5+ years of Business Analysis experience in IT, application support, or service management environments.
• Strong experience creating FSDs, Business Requirements Documents (BRDs), process documentation, RACI matrices, and service management documentation.
• Experience with Incident Management, Change Management, Release Management, Service Transition, and Support Model design.
• Experience using Azure DevOps (ADO) for backlog management and requirement tracking.
• Understanding of ITIL principles and service management best practices.
• Strong stakeholder management skills.

Communication Skills

• Excellent written and verbal communication skills.
• Ability to communicate effectively with business stakeholders, senior leadership, technical teams, vendors, and third-party providers.
• Strong facilitation and workshop leadership skills.
• Ability to challenge constructively while maintaining positive stakeholder relationships.

Desirable

• Experience working with SaaS platforms and third-party vendors.
• Experience with AML, Compliance, Regulatory, Risk, or Financial Services environments.
• Knowledge of ServiceNow.
• Experience with Microsoft Copilot, Generative AI, or AI-driven Business Analysis practices.

Key Competencies

• Analytical Thinking
• Problem Solving
• Attention to Detail
• Process Improvement Mindset
• Stakeholder Management
• Communication & Influencing
• Documentation Excellence
• Change Management
• Collaboration
• Continuous Learning and AI Adoption

Success Measures

• High-quality and accurate documentation delivered on time.
• Clear and effective support processes established and adopted.
• Well-defined SLAs, RACI models, and governance frameworks.
• Improved operational efficiency through process improvements and AI-enabled automation.
• Positive stakeholder feedback and strong cross-functional collaboration.