ITSM Business Analyst (BA)

Role purpose：The Business Analyst supports the delivery of the Enterprise Architecture (EA) Tool by translating the needs of the architecture practice into clear, implementable requirements. The role covers the artefacts the tool must capture and govern — enterprise application components, application and deployment diagrams, use cases and system journeys, design patterns and reference architectures — together with the platform and runtime standards they are built on, including container and PaaS environments such as OCP and PCF. The Business Analyst drives stakeholder alignment across enterprise and solution architects, application teams and delivery teams, supports solution design, and ensures the delivered tool enforces architecture governance and standards while remaining practical for day-to-day use.Key ResponsibilitiesArchitecture Content & Modelling RequirementsGather and document requirements for capturing enterprise application components — application and service inventory, ownership, criticality, lifecycle status and inter-component dependencies.Define requirements for the architecture artefact types the tool must support, including context, component, application landscape, integration / interface, data flow and deployment diagrams.Specify use case and system journey documentation requirements — actors, pre-conditions and post-conditions, main and alternate flows, and end-to-end application-to-application journey mapping.Document design pattern and reference architecture requirements, including the pattern catalogue, applicability rules, and how a proposed solution is validated against approved patterns.Define metadata, taxonomy and naming standards for architecture objects so that diagrams and components stay queryable, comparable and reusable across teams.Platform, Deployment & Non-Functional RequirementsCapture deployment topology requirements covering environments (DEV / SIT / UAT / PROD), zones and network segmentation, load balancing, and high-availability and disaster-recovery arrangements.Document requirements relating to container and PaaS hosting platforms such as OpenShift Container Platform — namespaces, organisations and spaces, service bindings, scaling and routing — so that deployment diagrams reflect the actual runtime model.Specify integration requirements between the EA tool and surrounding systems (ITSM, CMDB, CI/CD, monitoring and identity), covering data contracts, APIs, authentication and synchronisation frequency.Define non-functional requirements for the tool itself, including performance, availability, scalability, security, role-based access control and audit logging.Governance, Lifecycle & WorkflowDefine architecture review and approval workflow requirements, including personas, states, transition rules, maker-checker controls and notifications.Specify versioning, baselining and promotion rules for architecture artefacts — draft, approved and published states — with full change traceability and rollback behaviour.Document the standards and compliance checks the tool should automate, such as technology lifecycle (EOL / EOS) validation, pattern conformance, and deviation or exception handling.Define reporting and dashboard requirements covering architecture coverage, architecture debt, deviation status and governance compliance.Delivery, Testing & Stakeholder ManagementElicit, analyse and validate requirements through workshops, interviews and user stories with enterprise architects, solution architects, application teams and platform / SRE teams.Translate requirements into clear functional specifications, process flows, wireframe annotations, data dictionaries and acceptance criteria.Maintain requirements traceability from user story through specification, build, test and deployment, and manage changes to scope, priority and timeline.Facilitate stakeholder reviews, walkthroughs and sign-offs; partner with QA to define test scenarios and support SIT and UAT execution and defect triage.Provide delivery support by monitoring progress, highlighting risks, and supporting adoption through user guidance, training material and post-implementation support.Experiences, Education, qualifications, and certificationsMinimum RequirementsBachelor’s degree in Business, Information Systems, Computer Science, or a related field.3+ years of proven experience as a Business Analyst in IT solution delivery or consulting environments.Working knowledge of enterprise architecture concepts — enterprise application components, application landscapes, integration views and architecture governance processes.Ability to read, interpret and specify architecture artefacts, including context and component diagrams, deployment diagrams, sequence and data flow diagrams, and use case documentation.Familiarity with common design patterns and reference architectures (e.g., layered, microservices, event-driven, API gateway and integration patterns).Awareness of container and cloud platforms such as OpenShift Container Platform (OCP) / Kubernetes and Pivotal Cloud Foundry (PCF), and of CI/CD and deployment concepts.Experience with requirements elicitation techniques (e.g., workshops, interviews, user stories).Solid understanding of software project delivery lifecycles (Agile, Waterfall, or hybrid).Proficiency in documentation and collaboration tools (e.g., JIRA, Confluence, MS Office, Visio, Lucidchart, draw.io).Excellent communication and stakeholder management skills, with the ability to translate technical details into business language.Strong analytical, problem-solving, and critical-thinking abilities.Preferred RequirementsFamiliarity with EA tooling and modelling notations (e.g., ArchiMate, BPMN, UML, C4, Sparx EA, LeanIX, Ardoq, Bizzdesign).Hands-on exposure to OCP / OpenShift or PCF / Cloud Foundry deployments, containerisation and microservices architectures.Knowledge of ITSM, CMDB, observability or AIOps platforms and how they integrate with an architecture repository.Experience delivering in banking or another regulated environment with formal architecture review and change governance.Knowledge of testing practices, including defining test cases and supporting UAT.Exposure to customer success or post-implementation support functions.Professional certifications such as CBAP, CCBA, PMI-PBA, TOGAF, or Agile/Scrum certifications.Bilingual in English and Mandarin, with strong verbal and written communication skills，particularly for collaboration with China support teams.