Senior Business Systems Analyst

The Enterprise Service Management Centre of Excellence, operating under IT@IFS, is seeking a proactive, analytical and service-minded individual to join our team as a Business Systems Analyst.

The Business Systems Analyst for the ESM CoE is responsible for supporting, analysing and improving a range of enterprise applications used across IFS. The role will work across supported applications within the ESM CoE remit, helping to ensure services remain stable, well-governed and aligned to business needs.

This role sits at the intersection of business engagement, application support, service management and continuous improvement. The Business Systems Analyst will own incidents, requests, problems, changes and demand-related analysis, while also translating business needs into clear requirements, supporting releases and contributing to service transition activities.

Together with global business process owners, platform specialists, engineers, administrators and vendors, we develop multidisciplinary and customer-driven solutions that support scalable, agile and reliable enterprise services for the future.

Key Responsibilities

• Act as Application and Process Subject Matter Expert: Build a strong understanding of assigned supported applications, associated business processes, integrations, service dependencies and operational support models.
• Support Analysis Across Applications: Triage and progress incidents, service requests, problems and changes, ensuring issues are understood, documented, prioritised and moved towards sustainable resolution.
• Translate Business Needs into Clear Requirements: Work with stakeholders to capture business requirements, define acceptance criteria, map process impacts and translate needs into clear functional specifications, user stories or support documentation.
• Support Demand and Change Enablement: Contribute to demand assessment, impact analysis, prioritisation input, change readiness and handover activities where new or changed services require ESM CoE involvement.
• Coordinate with Stakeholders and Vendors: Act as a liaison between business stakeholders, vendors, internal IT teams, platform owners and end users to ensure issues, requirements and decisions are clearly communicated.
• Support Releases, Testing and Service Transition: Review release notes, assess impact, coordinate testing scenarios, support UAT, validate outcomes and ensure operational readiness before changes are transitioned into support.
• Maintain Knowledge and Documentation: Create and maintain knowledge articles, process maps, troubleshooting guides, requirement artefacts and operational documentation to enable consistent support and auditability.
• Improve Service Quality and Ways of Working: Identify inefficiencies, recurring issues, gaps in process or tooling, and recommend practical improvements that align with ITIL practices and business value.
• Use Reporting and Data to Drive Insight: Support the creation and interpretation of service management reporting, backlog analysis, trend reviews and operational dashboards to inform decisions and priorities.
• Demonstrate a Growth Mindset: Actively seek feedback, build cross-application knowledge, remain curious about new technology and show initiative in developing professional and technical capability.

Required Competence

A Business Systems Analyst in the ESM CoE would be expected to demonstrate capability across the following areas:

• Business Analysis: Able to elicit, analyse and document requirements, process flows, impact assessments and practical solution options.
• Service Management: Understands incident, request, problem, change and demand processes, with an appreciation of ITIL-aligned ways of working.
• Application Support and Ownership: Comfortable supporting multiple enterprise applications, understanding dependencies, diagnosing issues and coordinating resolution.
• Stakeholder Communication: Clearly communicates with technical and non-technical stakeholders, adapting language to the audience and maintaining a professional service focus.
• Problem Solving: Capable of analysing complex issues, identifying root causes, evaluating options and recommending sustainable solutions.
• Reporting and Insight: Able to interpret operational data, identify trends and present meaningful insight to support prioritisation and service improvement.
• Team Collaboration: Works effectively within a distributed global team, supporting shared goals and contributing to team knowledge sharing.
• Adaptability: Responds well to changing priorities, ambiguous requirements and evolving application landscapes.

Essential

• Bachelor’s degree in Business Management, Information Technology, Computer Science, Operations Management or a related field, or equivalent practical experience.
• Experience in business analysis, application support, service management or product/platform operations within a complex business environment.
• Experience working with enterprise applications, ITSM platforms or business systems used by global teams.
• Ability to capture requirements, document processes, define acceptance criteria and support testing or UAT activities.
• Understanding of ITIL-aligned processes such as incident, request, problem, change and knowledge management.
• Strong analytical and problem-solving skills with the ability to turn ambiguity into clear actions and documentation.
• Excellent written and verbal communication skills, including stakeholder management and cross-team coordination.
• Ability to work in a distributed global team set-up, with flexibility to collaborate across time zones where required.

Desirable

• ITIL Foundation or equivalent service management certification.
• Experience with ITSM/ESM, finance tools or similar enterprise applications.
• Experience supporting integrations, APIs, data flows or application dependencies between enterprise systems.
• Experience with Agile delivery, backlog management, demand management or service transition activities.
• Experience producing knowledge articles, troubleshooting guides, dashboard inputs, service reports or operational communications.
• Awareness of vendor management, support escalation processes and release impact assessment.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.