Operational Business Analyst & Incident Manager (Technology and Transformation)

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Business AnalystData & AI

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Quick Summary

Technical Tools

Business AnalystData & AI

We are seeking an experienced Operational Business Analyst & Incident Manager to support enterprise technology and transformation initiatives. This role combines business analysis, operational support, and incident management responsibilities, serving as a key liaison between business stakeholders and technical teams.

The ideal candidate will have strong analytical skills, experience supporting business applications, and the ability to manage incidents and service requests in a fast-paced environment. This position offers the opportunity to contribute to process improvements, application optimization, and operational excellence across multiple business systems.

Responsibilities

~1 min read

Analyze and document business processes, workflows, and operational use cases.
Gather, evaluate, and translate business requirements into clear functional recommendations.
Identify process improvement opportunities, system enhancements, and integration possibilities across business applications.
Develop business analysis artifacts including process maps, gap analyses, requirements documentation, and recommendations.
Support decision-making related to system enhancements, change requests, and operational improvements.

Serve as a primary point of contact for incident management and operational support activities.
Investigate, triage, and prioritize incidents and service requests based on business impact and urgency.
Coordinate resolution efforts with technical teams, business stakeholders, and support partners.
Track incidents through resolution and ensure timely communication to stakeholders.
Monitor support performance and prepare operational dashboards, reports, and metrics.
Contribute to continuous improvement of support processes, documentation, and knowledge management practices.

Partner with product teams, developers, and business stakeholders to align technology solutions with business needs.
Facilitate communication between technical and non-technical audiences.
Support cross-functional initiatives focused on operational efficiency and service delivery improvements.

Requirements

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Bachelor's degree in one of the following areas or a related field:

Business Administration
Information Systems
Engineering
Data Science
Economics
Technology or Operations Management

3-5 years of experience in business analysis, operations analysis, application support, incident management, or a related role.
Experience working within technology-driven, product-oriented, or operational environments.
Proven ability to manage multiple priorities and stakeholders simultaneously.

Strong analytical and problem-solving abilities.
Experience gathering and documenting business requirements.
Ability to translate complex business needs into actionable solutions.
Familiarity with ServiceNow or similar service management platforms.
Experience supporting enterprise applications, CRM, ERP, or operational systems.
Knowledge of incident management, service request processes, and support operations.
Excellent written and verbal communication skills.
Strong organizational skills and attention to detail.
Customer-focused mindset with an emphasis on operational impact and service quality.

Experience with business process improvement initiatives.
Exposure to digital transformation or enterprise technology programs.
Additional language proficiency beyond English is a plus, particularly Spanish, Portuguese, or French.

Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allow us to transform our goals into achievements, and projects into realities.

NTT Data is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT Data is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.