Senior Business Analyst - AI

Senior Business Analyst
Location - Indore/Remote
Full-time | Permanent

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
• Build documentation and visuals to support both technical and non-technical
• Ensure exceptional documentation standards across all phases of
• Conduct peer reviews of deliverables and statements of
• Own and lead global client-facing meetings and workshops with professionalism and
• Communicate technical or analytical concepts in accessible, business-oriented
• Act as the primary BA contact for key client accounts and strategic
• Manage timelines and quality assurance of deliverables from the
• Provide oversight and direction for junior business analysts and data
• Ensure alignment of analytical outputs with strategic business
• 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
• Collaborate with developers and product teams to enhance AI and related platforms
• Contribute to prompt engineering and refining AI input/output for more relevant

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
• Solid understanding of ITSM tools (e.g. ServiceNow, Ivanti, BMC) and ITIL
• Strong experience with reporting and data visualisation tools (e.g. Power BI, Excel, Tableau).
• Excellent stakeholder management, facilitation, and presentation
• Clear and articulate communicator with fluency in English (spoken and written).
• Detail-oriented with high standards in documentation and process
• Comfortable working in Agile, Waterfall, and hybrid
• Experience guiding or mentoring junior team
• Confidence to take ownership of projects and lead discussions or workshops

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)