Support Business Systems Analyst

Job Summary

Support Business Systems Analyst - Chennai

Role Overview

We are looking for a self-motivated and technically oriented Business Systems Analyst - Enterprise AI Support to join our dynamic IT team.

As a key member of the team, you will play an important role in supporting and enhancing enterprise AI capabilities used across the organization. You will work closely with IT, business stakeholders, AI platform teams, vendors, and end users to understand business needs, identify opportunities for AI adoption, improve support processes, and ensure reliable and effective AI-enabled solutions.

This role combines business analysis, enterprise application support, AI technologies, process optimization, automation, and user experience.

Opportunity and Mission

As an Enterprise AI Support BSA, you will help drive the adoption and effective use of AI across the enterprise. You will analyze business requirements, identify opportunities to leverage AI and automation, support AI-enabled solutions, and continuously improve the overall employee experience.

You will also help establish scalable support processes, documentation, knowledge management, reporting, and governance practices for enterprise AI solutions.

What You'll Do

• Enterprise AI Support: Provide functional support for enterprise AI applications, platforms, assistants, and AI-enabled business solutions.
• Requirements Gathering: Partner with business and IT stakeholders to understand requirements, pain points, use cases, and opportunities for AI adoption.
• Business Process Analysis: Analyze existing processes and identify opportunities to simplify, automate, or enhance workflows using AI and automation.
• AI Use Case Development: Identify, evaluate, and document practical AI use cases that can improve productivity, employee experience, and operational efficiency.
• Solution Design: Work with technical teams to translate business requirements into scalable AI-enabled solutions.
• AI Incident Issue Management: Investigate functional issues, analyze root causes, coordinate with appropriate technical teams and vendors, and ensure timely resolution.
• Continuous Improvement: Identify opportunities to eliminate repetitive activities, automate support processes, and improve resolution times.
• Testing Validation: Develop test scenarios, test scripts, and acceptance criteria for AI solutions and enhancements. Validate AI responses and functionality against business requirements.
• Knowledge Management: Create and maintain knowledge articles, user guides, FAQs, support documentation, and AI use-case documentation.
• User Enablement: Support end users through training, documentation, communications, and adoption initiatives for enterprise AI capabilities.
• AI Adoption Governance: Help establish and maintain standards around responsible AI usage, access, data handling, security, and governance in collaboration with relevant teams.
• Reporting Analytics: Develop dashboards and reports to measure AI adoption, usage, support trends, automation benefits, and overall solution performance.
• Cross-functional Collaboration: Partner with IT operations, security, data, engineering, business teams, and other stakeholders to deliver effective enterprise AI solutions.
• Innovation: Stay current with emerging Generative AI capabilities and identify opportunities to apply new technologies to enterprise support and business processes.
• Training Enablement: Conduct training and enablement sessions for enterprise AI solutions to drive awareness, adoption, and effective usage.

Technology Landscape

The role will work across a variety of enterprise technologies and AI capabilities, which may include:

• Generative AI / Enterprise AI platforms
• AI Assistants and Copilots
• ITSM and Service Management platforms
• Knowledge Management platforms
• Automation and workflow tools
• SaaS applications and enterprise business systems
• APIs and system integrations
• Analytics and reporting platforms
• Collaboration and productivity platforms

What You'll Need to Be Successful

• Bachelor s degree in Computer Science, Information Technology, Business Systems, or a related technical field; equivalent experience may be considered.
• 5-8 years of experience in IT, Business Systems Analysis, application support, ITSM, or a related technology function.
• Hands-on experience supporting enterprise applications, business systems, or IT service management environments.
• Strong understanding of Generative AI and enterprise AI concepts, including AI assistants, LLM-based solutions, prompt engineering, AI automation, and AI-enabled workflows.
• Experience identifying and documenting business requirements, process flows, functional requirements, and use cases.
• Demonstrated ability to analyze business processes and identify opportunities for automation, optimization, and continuous improvement.
• Experience working with technical teams to design, implement, test, and support technology solutions.
• Strong analytical and problem-solving skills with the ability to investigate complex issues and drive them to resolution.
• Experience developing test plans, test cases, conducting UAT, and validating solutions against business requirements.
• Strong documentation and knowledge-management skills.
• Experience creating reports, dashboards, and metrics to measure system performance, adoption, and operational effectiveness.
• Strong understanding of IT service management concepts and ITIL practices is preferred.
• Experience with modern ITSM platforms such as Jira Service Management, ServiceNow, or similar platforms is preferred.
• Experience with AI platforms, copilots, chatbots, automation platforms, or enterprise AI implementations is preferred.
• Experience working with APIs, integrations, SaaS applications, or workflow automation is a plus.
• Strong communication and stakeholder-management skills, with the ability to work effectively with both technical and non-technical audiences.
• Ability to work independently, manage multiple priorities, and operate effectively in a fast-changing technology environment.
• A continuous-learning mindset and strong interest in emerging AI technologies.

Key Success Measures

Success in this role will be measured through:

• Increased adoption and effective utilization of enterprise AI capabilities.
• Improved employee experience and satisfaction with AI-enabled solutions.
• Reduction in repetitive manual activities through AI and automation.
• Improved support resolution time and operational efficiency.
• Successful delivery of AI use cases and enhancements.
• Quality and accuracy of AI support documentation and knowledge content.
• Effective management and resolution of AI-related incidents and issues.
• Strong stakeholder engagement and successful adoption of new AI capabilities.
• Continuous identification and implementation of new AI opportunities.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.