We are seeking a highly analytical Business Systems Analyst to support the development of an Operational Insights Dashboard by gathering and analyzing requirements from IT operational systems. This role will bridge the gap between IT operations and business intelligence teams, ensuring that key performance indicators (KPIs) and operational metrics are effectively captured and visualized to drive data-informed decision-making.Key Responsibilities: Requirements Gathering & Business Analysis. Collaborate with IT operations, infrastructure, and support teams to identify operational visibility needs, pain points, and KPIs.Conduct stakeholder interviews, workshops, and process assessments to gather comprehensive business requirements and define dashboard requirements.Translate business needs into functional and non-functional requirements for dashboard development.Data & Systems Analysis. Identify, analyze and document relevant data fields and structures from IT operational systems such as ITSM (ServiceNow, Jira Service Management), network monitoring, application performance monitoring (APM), cloud platforms, and security tools.Work with data engineers and BI analysts to assess data availability, integrity, and integration points.Work with stakeholders to capture key metrics and KPIs that are used to track system performance, incident management, capacity planning, and SLA adherence.Dashboard Development Support. Define the key metrics and visualizations needed for the operational dashboard.Collaborate with BI developers and data analysts to ensure dashboard design aligns with IT operational goals.Provide input on visualization best practices to ensure usability and clarity of insights.Support user acceptance testing (UAT) and validate dashboard outputs against business requirements.Stakeholder Communication & Documentation ○ Create clear and detailed documentation, including business requirements documents (BRDs), process flows, use cases, and data mapping guides.Act as a liaison between IT stakeholders, technical teams, and leadership to ensure alignment on reporting needs and clear communication throughout the project lifecycle.Provide regular project updates to stakeholders.Address and resolve any questions or concerns during the development process.Train and support stakeholders on dashboard features and data interpretation.Testing and ValidationSupport testing efforts to validate data accuracy and dashboard functionality.Ensure the final dashboard aligns with the agreed-upon requirements.Qualifications & Skills: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.5+ years of experience as a Business Systems Analyst or similar role, preferably in IT Operations, Business Intelligence, or Data Analytics.Experience working with ITSM tools (e.g., ServiceNow, Jira, or similar) and IT operations monitoring tools (e.g., SolarWinds, Medigate, or similar).Experience in defining and delivering reporting dashboards or analytics solutions.Experience converting requirements into metrics to enable achievement of KPIsStrong analytical and problem-solving skills.Deep understanding of IT operational processes, including incident, problem, change, and asset management.Proficiency in data analysis, mapping, and visualization tools (e.g., Tableau, Power BI, Looker, or similar).Basic knowledge of SQL, ETL processes, and data integration techniques.Excellent written and verbal communication skillsStrong stakeholder management abilities.Ability to work cross-functionally with IT, business, and data teams.Familiarity with SQL and data integration processes.Experience with Google cloud-based IT operations, ServiceNow, Medigate, and Solar Winds.Knowledge of ITIL best practices and frameworks.Familiarity with IT Service Management (ITSM) and CRM workflows.Experience in Agile or Scrum methodologies.Certifications such as CBAP (Certified Business Analysis Professional) or ITIL Foundation.