Senior Business Analyst

Russell Tobin; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Russell Tobin is seeking an experienced Business Analyst – AIOps & AI-Powered Infrastructure Operations to lead identification, definition, and implementation of AI-driven improvements across enterprise Infrastructure and Applications Operations.

The role collaborates with Infrastructure Operations, ITSM, Cloud Engineering, and business stakeholders to leverage Azure AI Foundry, Microsoft Copilot, SolarWinds, Instana, and ServiceNow to improve service reliability, automate operational

Qualifications

• 5–8 years of Business Analysis experience within Infrastructure Operations, IT Operations, Service Management, or Cloud Operations environments.
• Experience with enterprise ITSM processes and ITIL frameworks.
• Experience in Managed Services or Infrastructure Operations environments.
• Strong stakeholder management and facilitation skills.
• Experience translating business requirements into technical requirements.

Responsibilities

• Identify opportunities to leverage AI/AIops across Infrastructure and IT Operations.
• Analyze current-state Infrastructure and Application Support processes.
• Collaborate with ServiceNow teams to optimize ITSM workflows and automation.
• Define business requirements and translate into technical specifications.
• Prepare BRDs, Functional Specifications, User Stories, and acceptance criteria.
• Support UAT planning and validation activities.

Skills

5–8 years Business Analysis experience

stakeholder management

facilitation skills

analytical thinking

Education

Experience in Infrastructure Operations IT Operations Service Management or Cloud Operations environments

Tools

Azure AI Foundry

Microsoft Copilot

ServiceNow

SolarWinds

Instana

Job description

Business Analyst – AIOps & AI-Powered Infrastructure Operations

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 across enterprise Infrastructure and Application Operations.

The role will work closely with Infrastructure Operations, Application Support, Service Management, Cloud Engineering, and Business Stakeholders to leverage Azure AI Foundry, Microsoft Copilot, SolarWinds, Instana, and ServiceNow to improve service reliability, automate operational activities, reduce incident resolution times, enhance observability, 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 analysis methodologies.

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:
  • Event Management
  • Change Management
  • Service Request Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Identify opportunities to improve operational efficiency through predictive analytics and automation.

• Monitoring, Observability & Service Intelligence

  • Analyze monitoring and observability data from:
  • ServiceNow Event Management
  • Event Correlation
  • Anomaly Detection
  • Predictive Incident Identification
  • Work with operations teams to improve alert quality and reduce alert noise.
  • 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.
  • Ticket Categorization
  • Knowledge Article Recommendations
  • Automated Assignment Routing
  • Service Request Automation
  • Support ServiceNow workflow enhancements and process optimization initiatives.
  • Collaborate with AI engineering teams to define business requirements for AI agents and copilots.
  • Assist in designing AI-powered operational assistants for:
  • Operational Reporting
  • Knowledge Retrieval
  • Runbook Recommendations
  • 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.
  • 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.

• Define and monitor operational KPIs including:

  • Mean Time to Detect (MTTD)
  • Operational Efficiency
  • Productivity Improvements
  • Prepare executive dashboards and transformation reports for 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

  • Infrastructure & Operations
  • Monitoring & Observability
  • ITSM & Service Management
  • AI & Automation

• Preferred Certifications

  • Microsoft AI Fundamentals (AI-900)