Business Systems Analyst (ITSM)

This position plays a critical role in ensuring internally developed ITSM Product solutions deliver business value through clear requirements, structured testing, and collaboration across technical and business teams. This role works closely with product owners, platform engineers, and business partners to translate business needs into well-defined requirements, user stories, and acceptance criteria.

We are currently sourcing for a Business Systems Analyst to work in Enterprise Infrastructure Group in Westlake TX or Merrimack NH.

The Role

The ITSM Product Analyst supports the design, delivery, and continuous improvement of ITSM Product platform capabilities. This role works closely with product owners, platform engineers, and business partners to translate business needs into well-defined requirements, user stories, and acceptance criteria. The analyst also develops and performs test cases to ensure delivered capabilities meet functional requirements and platform quality standards.

This position plays a critical role in ensuring internally developed ITSM Product solutions deliver business value through clear requirements, structured testing, and collaboration across technical and business teams.

Key Responsibilities

Requirements & Analysis

Partner with business team members to capture, analyze, and document functional requirements.

Translate business needs into clear, actionable user stories with defined acceptance criteria.

Facilitate requirement refinement sessions with product owners, developers, and architects.

Identify process improvements and opportunities to simplify workflows within the ITSM Product platforms.

User Story Development & Backlog Support

Develop and maintain high-quality user stories aligned to product roadmaps and sprint objectives.

Support backlog grooming and prioritization with the product owner.

Ensure stories are well-defined, testable, and ready for development.

Maintain documentation of requirements, process flows, and solution designs.

Testing & Quality Assurance

Develop detailed test plans and test cases based on functional requirements and user stories.

Implement functional, integration, and user acceptance testing (UAT) activities.

Document defects and coordinate resolution with developers.

Validate that delivered capabilities meet acceptance criteria and business expectations.

Delivery & Collaboration

Work closely with ITSM Product developers and platform teams throughout the development lifecycle.

Participate in sprint ceremonies including planning, demos, and retrospectives.

Support release readiness activities and post-release validation.

Assist with documentation and knowledge transfer to operations or support teams.

Required Qualifications

3+ years of experience working with ITSM Products or similar enterprise platforms

Experience capturing business requirements and translating them into user stories and acceptance criteria

Experience writing and performing test cases and test plans

Familiarity with Agile delivery frameworks

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Proven experience collaborating with both technical and non-technical collaborators

Preferred Qualifications

ITSM Product platform experience in ITSM, ITOM, ITAM

Experience building monitoring event management – observability platforms

Experience with AI software development tools like GitHub Co-pilot

Experience supporting UAT coordination and defect management

Certified ITIL v4