Business Analyst (ITSM)

About the Company

iZeno, a Logicalis Company, is a regional tech consulting firm specializing in Cloud, DevOps, Data & AI and ITSM. We support over 600 clients regionally and have 180+ certified experts delivering enterprise solutions across Singapore, Malaysia, Indonesia, Thailand and the Philippines. iZeno has also been recognized with multiple 2025 awards from Snowflake, Red Hat, Atlassian, Fivetran and Dataiku.

Responsibilities

• Analyze existing ITSM practices (Incident, Problem, Change, Request, Asset, CMDB) to identify gaps, inefficiencies, and improvement opportunities
• Translate business and operational requirements into ITSM practice designs aligned with ITIL best practices and organizational standards
• Produce high-quality documentation including BRDs, user stories, workflows, use cases, and acceptance criteria
• Act as the primary point of coordination and clarity between business stakeholders and technical delivery teams
• Work closely with ITSM tool administrators and solution architects to ensure accurate implementation of approved requirements
• Support the configuration and continuous enhancement of ITSM platforms (e.g., Jira Service Management, Asset and CMDB tools)
• Engage stakeholders across IT, security, compliance, and business units to align expectations and outcomes
• Facilitate requirements workshops, process walkthroughs, and solution design sessions
• Support user adoption through documentation, knowledge transfer, and training materials

Qualifications

• Proven experience as a Business Analyst in ITSM or IT Operations environments; minimum 3 years of experience with significant ITSM exposure
• Bachelor’s degree in information technology or a related discipline
• ITIL Foundation certification (required)
• Strong understanding of ITIL practices and service management concepts, CMDB, IT Asset Management (ITAM), and service catalog concepts
• Hands-on experience with ITSM platforms (Jira Service Management preferred; other ITSM tools acceptable)
• Excellent requirements elicitation, documentation, stakeholder facilitation, analytical and problem-solving skills
• Experience in regulated industries (e.g., banking, financial services) is highly desirable

Skills

• BRDs, user stories, workflows, use cases, acceptance criteria and related documentation
• Requirements workshops, stakeholder engagement and solution design facilitation
• Support for ITSM tool configuration and user adoption activities

Additional Information

iZeno will never request recruitment fees from candidates. Please be cautioned of fraudulent activity including requests for money in exchange for interviews or employment opportunities. As part of any recruitment process, we collect and process personal data relating to job applicants. By applying and sending your resume, you agree to the collection, use and/or disclosure of your personal data in accordance with our Data Protection Notice for Job Applicants: https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf