The Business Analyst will lead requirements gathering, coordinate stakeholder reviews, and produce documentation while ensuring alignment with ITSM best practices.
We are seeking an experienced Business Analyst to support multiple initiatives planned for this year, starting with the Business Services workstream. This initiative focuses on implementing Business Services within the ITSM platform, delivering a single, transparent view of how business services are supported by applications and underlying infrastructure. This foundational capability will also enable improved hosting strategy and cost‑optimisation decisions.
Key Responsibilities
Qualifications- Lead requirements gathering activities across Business Services, including functional and non‑functional requirements.
- Plan, manage, and facilitate stakeholder workshops and working sessions.
- Act as a bridge between Application Engineering and Infrastructure & Operations (I&O) teams.
- Coordinate stakeholder reviews, validation, and sign‑off of requirements.
- Produce high‑quality documentation, including:
- Business and functional requirements
- Data and configuration load sheets
- Federated runbooks outlining operating and handover models
- Capture and document business requirements for reporting and insights, supporting service transparency and decision‑making.
- Ensure requirements align with ITSM best practices and enterprise standards.
Key Skills & Experience
About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.- Strong, hands‑on experience as a Business Analyst within ITSM environments.
- Solid understanding of ITSM processes and tooling (e.g., service modeling, CMDB, service relationships).
- Proven experience working with Business Services models and structured service data.
- Comfortable working with structured datasets, including creating and managing load sheets.
- Strong facilitation skills with experience running multi‑stakeholder workshops.
- Excellent documentation, communication, and stakeholder management skills.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
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