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

Infrastructure & 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