Senior Business Analyst

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Career Portal Link : https://www.virtusa.com/careers/job-search/global/en

Job IDs  : P-103990

Job Description for Senior Business Analyst in Chennai, TN:

The Role and Core Accountabilities:

• We are seeking an experienced Senior Business Analyst / Specialist to support the IT Infrastructure and Operations Tower by driving service governance, operational reporting, scorecards, KPI/KRA tracking, governance dashboards, management reviews, and continuous service improvement. 

• The role will partner with operational teams, tower leadership, service owners, vendors, PMO, and business stakeholders.

Key Responsibilities:

• Drive IT Infrastructure & Operations service governance through review forums, performance tracking, action follow-up, and governance discipline.

• Manage scorecards, KPIs/KRAs, service health, delivery performance, risks, compliance, and improvement opportunities.

• Develop and maintain Power BI dashboards and reports, ensuring data accuracy, visualization, metric reporting, and executive-ready storytelling.

• Prepare leadership presentations, governance packs, service review packs, and business review documents.

• Analyze incidents, SLAs, backlog, productivity, compliance, risks, trends, and operational data to generate business insights.

• Coordinate governance meetings, including agenda, documentation, action tracking, and closure.

• Gather and document requirements, process mapping, and identify opportunities to improve reporting, governance, and service management.

• Support Agile ways of working and use Jira for demand, backlog, workflow management, and reporting.

• Drive reporting automation, data quality, standardization, service visibility, and continuous improvement.

Education, Qualifications & Experience Essential:

• Minimum 10 years of overall experience in Business Analysis, IT Operations, Service Governance, PMO/Governance Reporting, or related roles.

• Strong experience supporting IT Infrastructure & Operations including service desk, network, server, cloud, database, storage, and backup.

• Proven expertise in scorecards, KPI/KRA frameworks, service governance dashboards, and leadership reporting.

• Strong hands-on experience with ServiceNow and Power BI, including dashboard creation, data visualization, metric reporting, and storytelling through data.

• Working knowledge of Agile methodologies and Jira.

• Strong analytical, problem-solving, documentation, and requirement analysis skills.

• Strong experience preparing executive-level presentations and governance/business review documents.

• Excellent communication and stakeholder management skills.

• Strong understanding of ITIL/IT Service Management, including incident, problem, change, request, SLA, and service performance management.

• Ability to manage competing priorities and work across multiple teams.

• Exposure to AI-enabled analytics, report automation, data-driven insights, and AI tools for reporting efficiency and decision-making is preferred.

Desirable:

• Strong business analysis, requirements gathering, process mapping, governance reporting, and stakeholder management experience within IT Infrastructure & Operations.

• Ability to analyze service performance, identify trends/improvement opportunities, and present insights to senior stakeholders.

• Hands-on expertise in Power BI, Jira, Excel, PowerPoint, and reporting/dashboard tools, with good understanding of Agile delivery, IT service management, SLA/KPI tracking, and service improvement.

• Exposure to AI-enabled analytics, report automation, data-driven insights, and AI tools is preferred.

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