Job Summary

Internal Job Description – Business Analyst (Service Desk | Agentic AI)

Role Title: Business Analyst – Service Desk (Agentic AI Programs)

Role Type: Internal Hiring / Short–Medium Term Program Role

Experience: 6–10 years (Service Desk / ITSM domain preferred)

Role Purpose

We are looking for a Business Analyst to support Agentic AI initiatives within the Service Desk domain. The role focuses on use-case discovery, requirement definition, and story conversion for AI-driven and autonomous Service Desk workflows.

Key Responsibilities

• Analyze Service Desk processes, SOPs, ticket flows, and incident categories.
• Identify Agentic AI use cases such as intelligent triage, auto-resolution, virtual agents, and RCA assistance.
• Document as-is and to-be workflows aligned to Agentic AI execution models.
• Convert discussions into epics, user stories, and acceptance criteria.
• Work closely with Product Owners and Service Desk SMEs for requirement validation.
• Support backlog grooming, sprint planning, and Agile delivery activities.

Must-Have Skills

• Strong Service Desk / ITSM domain experience
• Proven Business Analyst experience in Agile programs
• Excellent requirement gathering and documentation skills
• Strong communication and stakeholder management

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

null

Other Requirements

null