Business Systems Analyst
HybridColombo, Western Province, Sri Lanka
Job Summary
Own incidents, requests, problems, changes, and demand analysis while triaging issues, documenting priorities, and driving sustainable resolutions across enterprise applications. Translate business needs into clear requirements, functional specifications, and user stories by mapping process impacts and defining acceptance criteria for stakeholders. Coordinate with vendors, platform specialists, and global business owners to support releases, UAT, and service transition activities. Maintain knowledge articles, process maps, and operational documentation to ensure auditability and consistent support. Use reporting and data to interpret trends, assess backlog analysis, and inform service improvement decisions aligned with ITIL practices.
Required Qualifications
- 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
Desired Qualifications
- 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
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