Business Analyst

Overview:

Business Systems Analyst

The ideal candidate will analyze business and operational data to support informed decision making, optimize incident management workflows, and drive process improvement.

Responsibilities:

• Partner with Product Owners to prioritize user stories and acceptance criteria, ensuring alignment with business objectives and Agile delivery.

• Manage user administration for 15,000 users across 18 Pager Duty instances, including provisioning, permissions, and access control, ensuring security and compliance.

• Architect scalable user and team permission structures using advanced PagerDuty features, role-based controls, and automated workflows.

• Collaborate with global teams to gather requirements, improve product adoption, and foster operational excellence.

• Conduct feasibility studies, data validation, and hypothesis testing to improve project accuracy and outcomes.

• Design and implement RESTful API integrations, automating workflows across ServiceNow, PagerDuty, Wrike, and Miro to enhance operational efficiency.

• Develop and maintain KPI dashboards in HelpCentral, Tableau and Excel to track license usage, incidents, adoption, onboarding, and system performance.

• Analyze incident and usage data to identify bottlenecks, optimize resources, and improve service response.

• Perform comprehensive UAT, regression, and black-box testing with detailed test case management.

• Create process flows, mock-ups, and collaborative workflows using Miro to facilitate solution design and team alignment.

• Maintain issue tracking in Wrike, Radar to ensure timely resolution of user stories, tasks, and defects.

• Continuously research and deploy new PagerDuty features, delivering proofs of concept to maximize operational capabilities.

• Lead process and policy documentation, enforcing standards to prevent system disruptions and ensure compliance.

• Provide expert-level troubleshooting and on-call production support to maximize uptime and rapid incident resolution.

• Present data-driven analyses and technical recommendations effectively to diverse stakeholders.

• Knowledge of Single Sign-On (SSO) concepts with hands-on experience in implementation, integration, and maintenance.

Qualifications:

• Bachelors degree in Business, Information Systems, Computer Science, or related field.

• 6 years experience as a Business or Systems Analyst working in AgileScrum environments.

• Expert knowledge of PagerDuty (including administration and advanced features) and ServiceNow.

• Proficient with applications such as Tableau, Excel, Wrike, Miro, Quip and RESTful APIs concepts.

• Strong working knowledge of Apples internal applications and enterprise application ecosystem is highly desirable (Radar, Keynotes, Numbers, AppleConnect, Chorus).

• Strong analytical, problem-solving, communication, and documentation skills.

• Proven ability to manage multiple initiatives, collaborate cross-functionally, and deliver optimized solutions.

• Experience with SaaScloud application lifecycle management and ITSM tool integration highly desirable.

Skills:

HYPOTHESIS TESTING,RESTFUL,TABLEAU,ITSM,TOOL INTEGRATION,UAT