Business Analyst AI

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

Synthetic Monitoring

Service Health Monitoring

ITSM & Service Management

ServiceNow

Incident Management

Problem Management

Change Management

CMDB

Event Management

Knowledge Management

AI & Automation

Azure AI Foundry

Microsoft Copilot

Generative AI Concepts

AI Agents

Prompt Engineering

Intelligent Automation

Workflow Automation

AI Governance

Preferred Certifications

ITIL v4 Foundation / Managing Professional

Microsoft Azure Fundamentals

Microsoft AI Fundamentals (AI-900)

ServiceNow Certified System Administrator

CBAP / CCBA

Agile Business Analysis Certification