Lead Business Analyst (ITSM / Service Request Transformation)

Location: Changi Business Park
Employment Type: 12months Contract
Industry: Banking & Financial Services

About the Role

We are looking for an experienced Lead Business Analyst to support the ongoing enhancement and stabilization of an enterprise-wide IT Service Request (ITSR) platform.

This is a highly visible role within a large banking environment where you will work closely with business stakeholders, operations teams, developers, and service management teams to drive platform improvements, resolve complex issues, optimize workflows, and improve user experience.

The platform has recently been rolled out across multiple business units, creating exciting opportunities for process transformation, automation, and operational optimization.

This role is ideal for someone who enjoys solving complex problems, managing stakeholders, analyzing trends, and driving tangible business outcomes.

Key Responsibilities

Business Analysis & Problem Solving

• Lead requirements gathering and solution discussions across business and technology stakeholders
• Perform root cause analysis on recurring platform issues and user pain points
• Analyze ticket trends, user feedback, and operational data to identify improvement opportunities
• Translate business requirements into actionable enhancements and backlog items
• Evaluate solution options and recommend practical, scalable outcomes

Platform Enhancement & Continuous Improvement

• Drive enhancements and process improvements across the IT Service Request platform
• Work closely with development teams to prioritize fixes and deliver improvements
• Support initiatives to reduce ticket volumes through workflow optimization and automation
• Identify bottlenecks and inefficiencies across service request processes

Project Management & Delivery

• Manage project timelines, dependencies, risks, and stakeholder expectations
• Facilitate workshops, standups, working sessions, and governance meetings
• Track enhancement backlogs and ensure delivery progress is visible to stakeholders
• Coordinate UAT activities and support production rollouts

Reporting & Analytics

• Analyze support ticket trends, SLA performance, backlog growth, and operational metrics
• Develop meaningful insights and recommendations for management
• Support the automation of reporting and dashboard capabilities
• Prepare senior management presentations and status updates

Stakeholder Engagement

• Engage business users, technology teams, operations teams, and vendors
• Manage competing priorities across multiple stakeholders
• Address escalations and drive issue resolution through collaboration and influence
• Build strong working relationships across local and regional teams

What We're Looking For

Required Experience

• 5+ years of experience as a Business Analyst, Project Manager, Product Owner, Service Delivery Manager, or similar hybrid role
• Experience supporting enterprise-wide systems or large-scale technology platforms
• Strong experience working with technology development teams and understanding application delivery lifecycles
• Experience operating within Agile, Scrum, or Kanban environments
• Strong stakeholder management and communication skills

Analytical & Critical Thinking Skills

We are particularly interested in candidates who can:

• Break down complex business and technology problems
• Perform root cause analysis and identify underlying issues
• Analyze large volumes of operational data and trends
• Prioritize competing demands effectively
• Make data-driven recommendations
• Challenge assumptions and influence decision-making

Preferred Experience

• ITSM / Service Management environments
• ServiceNow or similar workflow platforms
• Incident, Problem, Change or Service Request Management
• Support operations, production support, or platform stabilization initiatives
• Dashboard and reporting automation
• ITIL framework knowledge

Ideal Candidate

You are someone who can comfortably switch between:

• Business Analysis
• Project Delivery
• Process Improvement
• Operational Problem Solving
• Stakeholder Management

You enjoy investigating issues, identifying trends, prioritizing competing demands, and driving meaningful improvements across enterprise platforms.

Next Step

• We could contact you in the soonest time if you directly send your resume to: [email protected]
• Email Topic: Apply Lead Business Analyst (ITSM / Service Request Transformation)
• We regret to inform that only shortlisted candidates will be contacted

Amos Tan Jun Han

EA LIcence No.91C2918

Personnel Registration No. R23113385