Business Analyst

Your Role

As a Business Analyst IT Operations Data, you will play a pivotal role in creating the foundational data layer that powers our AI platform. Youll work closely with IT domain experts, data engineers, and external consultants to define enterprise-grade use cases, map real-world execution plans, and translate business processes into structured data. Your work will directly shape how our AI learns to interact with complex IT systems across sectors - including retail.

Responsibilities

• Translate real-world IT operations into structured formats: Collaborate with domain consultants to document multi-step execution flows for common and complex IT tasks in environments such as retail, financial services, and large enterprise IT.
• Drive consultant collaboration and execution: Manage and coordinate work with external IT consultants and SMEs. Ensure delivery of high-quality, domain-rich content and maintain clear workflows and expectations to meet project goals and timelines.
• Work across domains: Capture detailed task breakdowns involving ticketing, provisioning, incident response, monitoring, asset lifecycle, and system integrations - especially as they appear in operationally intense domains like retail.
• Retail systems and workflows modeling: Identify and document IT processes related to retail-specific platforms like POS systems, workforce scheduling, inventory management, customer support platforms, and store operations.
• Define system-level specifications: Partner with engineers to model how tasks execute across systems such as ServiceNow, Jira, Active Directory, SCCM, POS software, ERP systems (e.g., SAP), and cloud environments.
• Create and validate structured task plans: Develop clear, reusable templates that define triggers, personas, systems involved, approvals, and automation patterns for common enterprise IT tasks.
• Contribute to AI training data: Prepare labeled use cases and structured task flows to help train and validate AI models, ensuring clarity and real-world alignment.
• Maintain process consistency and data quality: Establish internal standards for how IT workflows are modeled, and validate all outputs for consistency, completeness, and realism.

Must-have Requirements

• 4-7 years of experience as a Business Analyst, IT Process Analyst, or System Analyst in IT operations or supporting enterprise applications.
• Direct experience sourcing, managing, or working closely with external consultants or SMEs to deliver technical documentation or process maps.
• Demonstrated experience supporting retail business systems such as POS, inventory, order management, CRM, or e-commerce platforms (e.g., Oracle Retail, SAP IS-Retail, Manhattan Associates).
• Hands-on experience with enterprise platforms like ServiceNow, Jira, or BMC for IT operations or support ticketing.
• Strong grasp of ITIL principles and operational IT processes across ITSM, ITOM, and ITAM domains.
• Bachelors degree in Information Systems, Engineering, Computer Science, or a related field.
• Ability to understand and contribute to structured formats like JSON or YAML for data modeling.
• Strong attention to detail, especially in capturing system behavior, task flows, dependencies, and integrations.

Nice-to-Have Requirements

• Prior experience working closely with AI, ML, or data engineering teams.
• Experience documenting IT workflows or standard operating procedures for large-scale environments, particularly retail or multi-location businesses.
• Exposure to data annotation, ontology, or taxonomy design in enterprise systems.
• Familiarity with scripting or automation tools (Python, PowerShell, or RPA platforms).