IT Business Analysis Expert

CMA CGM; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

CMA CGM in Mumbai seeks an IT Business Analysis Expert to support and drive the evolution of Maritime ERP applications across the organization. You will deliver day-to-day technical support, manage incidents, analyze issues, and translate business requirements into actionable system enhancements.

Responsibilities include providing level 1 support via ServiceNOW, documenting issues for escalation in Jira, coordinating UAT with business users, and ensuring alignment with ITIL practices and vendor

Qualifications

• Degree in IT or a related field.
• Minimum 3 years of IT Application Support experience.
• Experience supporting ERP applications.
• Hands-on application troubleshooting experience.
• Experience handling incidents and service requests.
• Experience using ServiceNow, Jira, or other ticketing tools.
• Understanding of SLA/OLA tracking and incident escalation.
• Experience coordinating with software vendors.
• Experience supporting end users and resolving application queries.
• Preferred: Maritime ERP / PAL experience.
• Preferred: ITIL knowledge or certification.
• Fluent in English (written and spoken).

Responsibilities

• Provide level 1 technical support for day-to-day application queries and issues.
• Monitor, manage and solve application problems via the dedicated incident management tool (ServiceNOW) within the OLA.
• Document issues, observations and outcomes accurately to elevate issues as required in vendors incident management tool (JIRA) and to ensure the resolution within the SLA.
• Maintain and create documentation for technical troubleshooting and best practices.
• Maintain understanding of company business processes.
• Identify, capture and translate business requirements for technical discussion.
• Prioritise business needs with Business Stakeholders on the release of functionalities.
• Document the feedback, suggestions and business requirements via the dedicated change management tool.
• Monitor product development to ensure consistency against business requirements.
• Perform functional test on product and coordinate User Acceptance Test with business users.

Skills

Analytical thinking

Problem solving

Multi-tasking

Team collaboration

Independent work

Root cause analysis

English fluency

Education

Degree in IT or related field

Tools

ServiceNow

Jira

Job description

Reports To: Solutions Support and Delivery Manager

Employment Type: Full-Time

Summary

The IT Business Analysis Expert is responsible for supporting and driving the evolution of

Maritime ERP applications across the organization. This role includes providing day-to-day

technical support, managing and resolving incidents, analysing application issues, and

collaborating closely with business stakeholders to capture requirements and translate

them into actionable enhancements for the system.

Your main responsibilities include but not limited to:

Application Support

• Provide level 1 technical support for day-to-day application queries and issues
• Monitor, manage and solve application problems via the dedicated incident management tool (ServiceNOW) within the OLA.
• Document issues, observations and outcomes accurately to elevate issues as required in vendors incident management tool (JIRA) and to ensure the resolution within the SLA.
• Maintain and create documentation for technical troubleshooting and best practices.
• Maintain understanding of company business processes.

Product Management

• Identify, capture and translate business requirements for technical discussion.
• Prioritise business needs with Business Stakeholders on the release of functionalities.
• Document the feedback, suggestions and business requirements via the dedicated change management tool.
• Monitor product development to ensure consistency against business requirements.
• Perform functional test on product and coordinate User Acceptance Test with business users.

• Degree in IT or a related field.
• Minimum 3 years of IT Application Support experience.
• Experience supporting ERP applications.
• Hands-on application troubleshooting experience.
• Experience handling incidents and service requests.
• Experience using ServiceNow, Jira, or other ticketing tools.
• Understanding of SLA/OLA tracking and incident escalation.
• Experience coordinating with software vendors.
• Experience supporting end users and resolving application queries.
• Preferred: Maritime ERP / PAL experience.
• Preferred: ITIL knowledge or certification.
• Fluent in English (written and spoken).

Key Skills & Personal Attributes:

• Strong analytical and problem-solving skills.
• Goal-oriented and self-motivated with a proactive mindset.
• Ability to multi-task and manage priorities effectively.
• Strong organizational skills and attention to detail.
• Ability to work independently as well as collaboratively within a team.
• Skilled at identifying root causes of application issues and implementing solutions