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Senior Business Analyst

Job Description

Reporting to the Head of Value Engineering, this pivotal role drives the delivery of Fusion’s AI Talos CSI service. The Senior Business Analyst leads benchmarking and analysis of global client service management data to identify and present actionable CSI initiatives and performance scorecards. Beyond core analysis, the Senior Business Analyst ensures timely and high-quality outputs from the supporting team, leads client engagements, and delivers operational excellence through in-depth ITSM and ITIL expertise.

The ideal candidate combines technical acumen, people leadership, and client-facing expertise, with a strong command of English and excellent documentation standards.

Competencies

• Analyse large data sets, through reporting platforms, to find trends or anomalies that represent opportunities for service delivery optimisation, aligned to business goals.
• Develop powerful client-facing CSI insights, use cases and reports.
• Build documentation and visuals to support both technical and non-technical stakeholders.
• Ensure exceptional documentation standards across all phases of delivery.
• Conduct peer reviews of deliverables and statements of work.
• Own and lead global client-facing meetings and workshops with professionalism and clarity.
• Communicate technical or analytical concepts in accessible, business-oriented language.
• Act as the primary BA contact for key client accounts and strategic engagements.
• Manage timelines and quality assurance of deliverables from the team.
• Provide oversight and direction for junior business analysts and data scientists.
• Ensure alignment of analytical outputs with strategic business objectives.
• Provide operational and strategic guidance on leveraging ITSM platforms effectively (BMC Helix, ServiceNow, etc.).
• Identify gaps and propose optimisations based on metrics, KPIs, and ITIL best practices.
• Collaborate with developers and product teams to enhance AI Talos and related platforms.
• Contribute to prompt engineering and refining AI input/output for more relevant insights.

Additional Competencies

• 5+ years’ experience in Business Analysis, with recent experience in a Senior or Lead BA role, or significant Service Management operational experience.
• Analytical mindset
• Demonstrated experience managing the delivery of tasks and people to tight deadlines.
• Solid understanding of ITSM tools (e.g. ServiceNow, Ivanti, BMC) and ITIL processes.
• Strong experience with reporting and data visualisation tools (e.g. Power BI, Excel, Tableau).
• Excellent stakeholder management, facilitation, and presentation skills.
• Clear and articulate communicator with fluency in English (spoken and written).
• Detail-oriented with high standards in documentation and process delivery.
• Comfortable working in Agile, Waterfall, and hybrid environments.
• Experience guiding or mentoring junior team members.
• Confidence to take ownership of projects and lead discussions or workshops independently.

Desirable Skills

• Familiarity with prompt engineering for AI/LLM-based tools
• Knowledge of presales processes and customer journey mapping
• Understanding of AI applications within service management environment
• Experience in Python, SQL, or similar scripting/data languages

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
  ITIL Foundation certification (Practitioner or Advanced desirable)
• CBAP, BCS, or other recognised BA certifications (desirable)

About Fusion GBS

As a global leader in service management, we help businesses transform their operations with data-driven insights, scalable digital solutions, and measurable results. We take pride in serving a broad spectrum of industries across the world.

*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.