Business Analyst AI

TOSS-EX PR PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TOSS-EX PR PTE. LTD.

is seeking an experienced Business Analyst specializing in AIOps and AI-powered infrastructure operations to lead identification and implementation of AI-driven improvements across enterprise infrastructure and application operations. You will work with Infrastructure Operations, ITSM, Cloud Engineering, and business stakeholders to leverage Azure AI Foundry, Microsoft Copilot, SolarWinds, Instana, and ServiceNow to boost reliability, automate tasks, and shorten incident

Qualifications

• 5–8 years of Business Analysis experience within Infrastructure Operations, IT Operations, Service Management, or Cloud Operations environments.
• Experience working with enterprise ITSM processes and ITIL frameworks.
• Experience in Managed Services or Infrastructure Operations environments.

Responsibilities

• Identify opportunities to leverage Azure AI Foundry and Microsoft Copilot across Infrastructure and IT Operations.
• Analyze operational pain points and define AI-driven solutions for incident, problem, event, and change management.
• Conduct workshops with infrastructure, application, cloud, and service management teams to identify automation opportunities.
• Develop and prioritize AI/AIOps use cases based on business value, operational impact, complexity, and ROI.
• Create business cases and benefits realization plans for AI adoption initiatives.
• Analyze current-state Infrastructure and Application Support processes.
• Assess operational workflows across Incident Management, Event Management, Problem Management, Change Management, Service Request Management, Capacity Management, Availability Management, Knowledge Management.
• Identify opportunities to improve operational efficiency through predictive analytics and automation.
• Define future-state operating models incorporating AI-driven workflows.
• Analyze monitoring and observability data from SolarWinds, Instana, Azure Monitor, ServiceNow Event Management.
• Work with operations teams to improve alert quality and reduce alert noise.
• Define requirements for Event Correlation, Alert Deduplication, Anomaly Detection, Predictive Incident Identification, Root Cause Analysis, Service Health Dashboards.
• Support the integration of operational intelligence into AI-driven workflows.
• Collaborate with ServiceNow teams to improve ITSM workflows leveraging AI and automation.
• Define requirements for AI-assisted Incident Triage, Ticket Categorization, Knowledge Article Recommendations, Major Incident Management, Automated Assignment Routing, Service Request Automation.
• Support ServiceNow workflow enhancements and process optimization initiatives.
• Develop AI-assisted support models leveraging Microsoft Copilot capabilities.
• Collaborate with AI engineering teams to define business requirements for AI agents and copilots.
• Assist in designing AI-powered operational assistants for Incident Analysis, Operational Reporting, Root Cause Investigation, Knowledge Retrieval, Runbook Recommendations, Change Risk Assessment.
• Define prompts, workflows, guardrails, and business rules for AI-powered solutions.
• Measure and track AI adoption and business outcomes.
• Gather, analyze, and document business requirements.
• Develop BRD, Functional Specifications, User Stories, Process Maps, Acceptance Criteria.
• Coordinate requirements across infrastructure, application, support, architecture, and business teams.
• Support UAT planning and validation activities.
• Define and monitor operational KPIs including MTTD, MTTR, Incident Reduction, Alert Reduction, Service Availability, Operational Efficiency, Automation Coverage, AI Adoption Metrics, Productivity Improvements, User Satisfaction Scores.
• Prepare executive dashboards and transformation reports for leadership.

Skills

AI/ML concepts

Infrastructure Operations

ITSM processes

Stakeholder management

Workshop facilitation

Requirements gathering

Tools

Azure AI Foundry

Microsoft Copilot

SolarWinds

Instana

ServiceNow

Azure Monitor

Job description

Job Summary

We are seeking an experienced Business Analyst - AIOps& AI-Powered Infrastructure Operations to lead the identification, definition, and implementation of AI-driven operational improvements acrossenterprise Infrastructure and Application Operations.

The role will work closely with InfrastructureOperations, Application Support, Service Management, Cloud Engineering, andBusiness Stakeholders to leverage Azure AI Foundry, Microsoft Copilot,SolarWinds, Instana, and ServiceNow to improve service reliability, automateoperational activities, reduce incident resolution times, enhanceobservability, and enable proactive operations.

The ideal candidate will possess strong knowledge of Infrastructure Operations, ITSM processes, monitoring and observability platforms, AI-powered operational workflows, and business analysismethodologies.

Key Responsibilities

AIOps and AI Use Case Discovery

Identify opportunities to leverage Azure AI Foundry and Microsoft Copilot across Infrastructure and IT Operations.

Analyze operational pain points and define AI-driven solutions for incident, problem, event, and change management.

Conduct workshops with infrastructure, application, cloud, and service management teams to identify automation opportunities.

Develop and prioritize AI/AIOps use cases based on business value, operational impact, complexity, and ROI.

Create business cases and benefits realization plans for AI adoption initiatives.

Infrastructure & Application Operations Analysis

Analyze current-state Infrastructure and Application Support processes.

Assess operational workflows across:

• Incident Management
• Event Management
• Problem Management
• Change Management
• Service Request Management
• Capacity Management
• Availability Management
• Knowledge Management

Identify opportunities to improve operational efficiency through predictive analytics and automation.

Define future-state operating models incorporating AI-driven workflows.

Monitoring, Observability & Service Intelligence

Analyze monitoring and observability data from:

• SolarWinds
• Instana
• Azure Monitor
• ServiceNow Event Management

Work with operations teams to improve alert quality and reduce alert noise.

Define requirements for:

• Event Correlation
• Alert Deduplication
• Anomaly Detection
• Predictive Incident Identification
• Root Cause Analysis
• Service Health Dashboards

Support the integration of operational intelligence into AI-driven workflows.

ServiceNow & ITSM Transformation

Collaborate with ServiceNow teams to improve ITSM workflows leveraging AI and automation.

Define requirements for AI-assisted:

• Incident Triage
• Ticket Categorization
• Knowledge Article Recommendations
• Major Incident Management
• Automated Assignment Routing
• Service Request Automation

Support ServiceNow workflow enhancements and process optimization initiatives.

Develop AI-assisted support models leveraging Microsoft Copilot capabilities.

Azure AI Foundry & Copilot Enablement

Collaborate with AI engineering teams to define business requirements for AI agents and copilots.

Assist in designing AI-powered operational assistants for:

• Incident Analysis
• Operational Reporting
• Root Cause Investigation
• Knowledge Retrieval
• Runbook Recommendations
• Change Risk Assessment

Define prompts, workflows, guardrails, and business rules for AI-powered solutions.

Measure and track AI adoption and business outcomes.

Requirements Management

Gather, analyze, and document business requirements.

Develop:

• Business Requirement Documents (BRD)
• Functional Specifications
• User Stories
• Process Maps
• Acceptance Criteria

Coordinate requirements across infrastructure, application, support, architecture, and business teams.

Support UAT planning and validation activities.

Reporting & Value Realization

Define and monitor operational KPIs including:

• Mean Time to Detect (MTTD)
• Mean Time to Resolve (MTTR)
• Incident Reduction
• Alert Reduction
• Service Availability
• Operational Efficiency
• Automation Coverage
• AI Adoption Metrics
• Productivity Improvements
• User Satisfaction Scores

Prepare executive dashboards and transformation reportsfor leadership.

Required Experience

5-8 years of Business Analysis experience within Infrastructure Operations, IT Operations, Service Management, or Cloud Operations environments.

Experience working with enterprise ITSM processes and ITIL frameworks.

Experience in Managed Services or Infrastructure Operations environments.

Strong stakeholder management and facilitation skills.

Experience defining business requirements and translating them into technical requirements.

Technical Knowledge

In frastructure & Operations

Windows & Linux Infrastructure

Network Operations

Cloud Platforms (Azure preferred)

Storage & Backup Technologies

Infrastructure Monitoring Concepts

Monitoring & Observability

• SolarWinds
• Instana
• Azure Monitor
• Application Performance Monitoring (APM)
• Event Management
• Infrastructure Monitoring