Business Analyst (ITSM)

Why iZeno

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.

Roles & Responsibilities

1. Analyze existing ITSM practices (Incident, Problem, Change, Request, Asset, CMDB) to identify gaps, inefficiencies, and improvement opportunities

2. Translate business and operational requirements into ITSM practices designs aligned with ITIL best practices and organizational standards

3. Produce high-quality documentation including BRDs, user stories, workflows, use cases, and acceptance criteria

4. Act as the primary point of coordination and clarity between business stakeholders and technical delivery teams

5. Work closely with ITSM tool administrators and solution architects to ensure accurate implementation of approved requirements

6. Support the configuration and continuous enhancement of ITSM platforms (e.g., Jira Service Management, Asset and CMDB tools)

7. Engage stakeholders across IT, security, compliance, and business units to align expectations and outcomes

8. Facilitate requirements workshops, process walkthroughs, and solution design sessions

9. Support user adoption through documentation, knowledge transfer, and training materials

Required Competencies

1. Proven experience as a Business Analyst in ITSM or IT Operations environments

2. Strong understanding of ITIL practices and service management concepts

3. Excellent requirements elicitation, documentation, and stakeholder facilitation skills

4. Hands-on experience with ITSM platforms (Jira Service Management preferred; other ITSM tools acceptable)

5. Working knowledge of CMDB, IT Asset Management (ITAM), and service catalog concepts

6. Strong analytical, problem-solving, and structured thinking capabilities

Experience & Qualifications

1. Bachelor's degree in information technology, or a related discipline

2. Minimum 3 years of experience as a Business Analyst with significant ITSM exposure

3. ITIL Foundation certification (required)

4. Experience in regulated industries (e.g., banking, financial services) is highly desirable

iZeno will never request recruitment fees from candidates under any circumstances. Please be cautioned of fraudulent activity including the requesting for money by perpetrators in exchange for interviews or employment opportunities with iZeno. Please note that these fraudulent actions constitute a crime and an unlawful infringement on iZeno's brand and intellectual property rights, and we will not hesitate to take action(s) against such perpetrators in accordance with the fullest extent of the law. As a responsible organization, iZeno places great importance on conducting ethical and aboveboard recruitment processes. We advise all potential candidates to remain vigilant and report any suspicious activity encountered during their job search.

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https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf

Posting code : #LI-JC1