Business Analyst - Support H/F
Foilcon
HM Note: This hybrid contract role is three (3) days in office. Candidate resumes must include first and last name, email and telephone contact information. The Infrastructure Business Analyst (IBA) supports internal IT infrastructure projects and initiatives by bridging business needs with technical delivery.
This role is responsible for gathering and evaluating business requirements, coordinating change activities, maintaining accurate records and reports, and ensuring governance through ITSM processes.
The IBA works closely with infrastructure, operations, security, and service management teams to manage risks, communicate changes, and support successful delivery of infrastructure initiatives.
Business Analysis & Requirements Management
Elicit, analyze, document, and validate business and technical requirements for infrastructure-related projects and initiatives
Translate business needs into clear functional and non-functional requirements for infrastructure teams
Support solution design discussions by providing business context and impact analysis
Project & Initiative Support
Support planning, tracking, and execution of internal infrastructure projects and initiatives
Assist project managers and technical leads with scope definition, milestones, dependencies, and deliverables
Identify and track issues, risks, assumptions, and dependencies; Track financials and project spend
Create, update, and submit ITSM requests and change records in ServiceNow
Maintain accurate project documentation, records, and audit artifacts
Act as a central point of coordination between infrastructure teams, service management, and business stakeholders
Communicate planned changes, incidents, risks, and impacts clearly and proactively
Support incident, problem, and post-implementation review activities when required
Risk & Compliance
Identify operational, technical, and business risks associated with infrastructure changes
Ensure compliance with internal policies, security standards, and regulatory requirements
Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
Hands-on experience with ServiceNow or similar ITSM platforms
Solid knowledge of ITIL / ITSM change management processes
ITIL Foundation or higher certification
Familiarity with Agile, Waterfall, or hybrid delivery models
Proactive problem-solving and risk identification
Ability to translate technical information into business-friendly language
Sharepoint knowledge,
Power BI knowledge ,
Service now,
Project coordination
Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
Hands-on experience with ServiceNow or similar ITSM platforms
Solid knowledge of ITIL / ITSM change management processes
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