Business Analyst (Managed Services)

with strong Application Support / Managed Services experience, not pure product or Agile BAs. Ideal profiles should have hands-on L1/L2 production support exposure, experience in knowledge transition (KT), and a proven ability to author operational documentation such as SOPs, runbooks, escalation matrices, and support workflows. Candidates should understand incident, problem, and change management, be comfortable defining L1/L2/L3 ownership boundaries, and have worked with enterprise support tools (ServiceNow, Jira Service Management, Remedy, etc.). Experience supporting enterprise healthcare / PBM or regulated environments is a strong plus. The role requires someone who can help stabilize applications during transition, baseline SLAs, and support a structured AMS model focused on predictability and continuous improvement.

Key Responsibilities

Knowledge Transfer & Documentation

• Participate in daily KT sessions with client SMEs and offshore delivery team
• Document SOPs, runbooks, troubleshooting steps, workflows, and escalation paths
• Create application dependency maps, data flow documentation, and routing logic
• Maintain KT logs, documentation repositories, and version tracking
• Support shadow guided execution reverse shadow KT cycles

Baselining Support

• Capture operational metrics and historical ticket data
• Perform basic pattern and categorization analysis
• Populate and refine the Known Error Database (KEDB)

Service Management Documentation

• At least one BA will define and document ticket flows, severity/priority models, ITSM processes, and escalation frameworks
• Contribute to early SLA & KPI documentation activities

Collaboration

• Work closely with Onshore BA and SDMs to ensure aligned documentation
• Partner with developers to document functional behaviors and operational nuances

Required Skills & Experience

• 36+ years as a Business Analyst, Application Support Analyst, or similar role
• Strong documentation skills (SOPs, runbooks, workflows, process diagrams)
• Experience participating in or supporting knowledge-transfer activities
• Experience with ITSM tools (ServiceNow, Jira Service Management, Remedy) is highly valuable

• Required:

  At least one BA in the group must have ITSM/service desk/incident management experience

• Preferred:

  At least one BA should have managed service experience (AMS or service desk)
• Experience in regulated environments preferred

Soft Skills

• Structured, detail-oriented communicator
• Comfortable working in high-volume documentation environments
• Strong collaborator across onshore/offshore teams
• Reliable and consistent execution discipline