IT Business Analysis Expert

CMA CGM; Mumbai City; On-site; INR 900,000 - 1,500,000; Full time

Job summary

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

You will collaborate with business stakeholders, participate in product management, document requirements, and assist with UAT and documentation. Fluency in English and a proactive mindset are essential to deliver improvements.

Qualifications

• 3–5 years of experience in application support.
• Experience in front end application support.
• English fluency (written and spoken).

Responsibilities

• Provide level 1 technical support for day-to-day application queries and issues.
• Monitor, manage and solve application problems via ServiceNOW within the SLA.
• Document issues, observations and outcomes in JIRA and vendor tools to track resolution.
• Maintain and create documentation for troubleshooting and best practices.
• Maintain understanding of company business processes.
• Identify, capture and translate business requirements for technical discussion.
• Prioritize business needs with stakeholders on the release of functionalities.
• Document feedback and requirements via the change management tool.
• Monitor product development for alignment with business requirements.
• Perform functional tests and coordinate User Acceptance Test with business users.

Skills

Analytical thinking

Problem solving

Multi-tasking

Attention to detail

Independent work

Team collaboration

Root cause analysis

Tools

ServiceNOW

JIRA

Job description

Job Title: IT Business Analysis Expert

Department: Digital Solutions

Reports To: Solutions Support and Delivery Manager

Location: Mumbai

Employment Type: Full-Time

Job description:

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 escape 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.

Minimum Requirements:

• At least 3 to 5 years of experience in application support
• Experience in providing front end application support
• Knowledge on product management would be advantageous
• Knowledge of the maritime operational constraints would be advantageous
• Experience in driving product and process improvements would be a plus.
• 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.