Key Responsibilities

- Drive service governance for the IT Infrastructure and Operations Tower through regular review forums, performance tracking, and action follow-up.
- Manage scorecards, KPIs, and KRAs to provide visibility into service health, delivery performance, risks, and improvement opportunities.
- Develop and maintain dashboards and reports using Power BI and other tools, ensuring data accuracy and executive-ready presentation.
- Prepare leadership presentations and service review packs for management and stakeholder governance meetings.
- Analyze operational data including incidents, SLAs, backlog, productivity, compliance, and risks to generate insights and recommendations.
- Coordinate governance meetings including agenda management, documentation, action tracking, and closure.
- Collaborate with stakeholders across tower leads, service managers, delivery teams, vendors, PMO, and business teams.
- Gather and document requirements and identify opportunities to improve reporting, governance, and service management processes.
- Support Agile ways of working and use Jira for tracking demand, backlog, and workflow alignment.
- Ensure data quality and standardization across all governance and performance reporting.
- Drive continuous improvement in reporting automation, governance effectiveness, and service visibility.

Education, Qualifications, and Experience Essential

- Minimum 10 years of overall experience in Business Analysis, IT Operations, Service Governance, PMO/Governance Reporting, or related roles




- Robust experience supporting IT Infrastructure and Operations functions such as service desk, network, server, cloud, database, storage, backup.
- Proven expertise in creating and managing scorecards, KPI/KRA frameworks, service governance dashboards, and leadership reporting
- Strong hands-on experience with Service Now , Power BI, including dashboard creation, data visualization, metric reporting, and storytelling through data
- Working knowledge of Agile methodologies and experience using Jira for tracking, workflow management, and reporting
- Strong analytical and problem-solving skills with the ability to convert operational data into business insights.
- Experience in preparing executive-level presentations, governance packs, and business review documents.
- Excellent communication and stakeholder management skills.
- Exposure to AI-enabled analytics, report automation, data-driven insights, and use of AI tools to improve reporting efficiency and decision-making is preferred.
- Strong understanding of ITIL/IT Service Management concepts, including incident, problem, change, request, SLA, and service performance management
- Ability to work across multiple teams, manage competing priorities, and drive governance discipline
- Strong documentation and requirement analysis skills

Desirable

- Key Skills & Tools: Strong experience in business analysis, requirements gathering, process mapping, governance reporting, and stakeholder management within IT Infrastructure & Operations.
- Ability to analyze service performance, identify trends and improvement opportunities, and present insights effectively to senior stakeholders.

📌 Business Analyst I&O (India)
🏢 Cognizant
📍 India