Identify and prioritize AIOps and AI use cases for Infrastructure and IT Operations.
Analyse existing Infrastructure, Application Support and ITSM processes and identify improvement opportunities.
Gather business requirements and translate them into functional and technical requirements.
Work with teams to improve incident, event, problem, change and service request management processes.
Analyse monitoring and observability data to improve alert quality and reduce alert noise.
Define requirements for event correlation, alert deduplication, anomaly detection and root cause analysis.
Support ServiceNow workflow improvements and AI-assisted ITSM processes.
Work with AI teams to define requirements for AI agents, copilots and operational assistants.
Prepare BRDs, functional specifications, user stories, process maps and acceptance criteria.
Support UAT planning, validation and implementation activities.
Define and monitor operational KPIs such as MTTD, MTTR, incident reduction, alert reduction and automation coverage.
Prepare reports and dashboards for management and stakeholders.
Requirements
5-12 years of overall relevant experience, with 5+ years in Business Analysis within Infrastructure Operations, IT Operations, Service Management or Cloud Operations.
Experience with enterprise ITSM processes and ITIL frameworks.
Experience working in Managed Services or Infrastructure Operations environments.
Strong stakeholder management, communication and facilitation skills.
Experience gathering business requirements and translating them into technical requirements.
Good understanding of Infrastructure and Application Operations.
Knowledge of Windows/Linux, network operations and cloud platforms, preferably Azure.
Experience with monitoring and observability concepts and tools such as SolarWinds, Instana or Azure Monitor.
Knowledge of ServiceNow, Incident Management, Problem Management, Change Management and CMDB.
Understanding of Generative AI, AI agents, prompt engineering and workflow automation.
Exposure to Azure AI Foundry and Microsoft Copilot is preferred.
Ability to work effectively with technical and business stakeholders.
