Business Analyst — Standard Level 1 (Helpdesk & Service Coordination)

Role Overview We are looking for a Business Analyst / Service Coordinator to act as the primary liaison between business users and technical support teams supporting SAP BW, Business Objects, Analysis for Office (AO), Databricks, Power BI, and Finance reporting platforms . The role will focus on helpdesk management, ticket triage, SLA tracking, stakeholder communication, issue coordination, and operational reporting . Key Responsibilities Helpdesk & Ticket Management - Monitor shared mailboxes, Teams channels, support queues, and ticketing systems. - Review, categorize, prioritize, and assign incidents, service requests, and enhancement requests . - Route tickets to appropriate technical teams and ensure required information is available. - Track tickets through resolution and closure . Stakeholder & Issue Coordination - Act as the first point of contact for business users. - Provide timely updates on ticket status and resolution. - Escalate issues approaching SLA breaches . - Coordinate communication during major incidents and service disruptions. Service Request Management - Coordinate access requests, reporting issues, data corrections, and operational requests . - Validate business requirements before routing enhancement requests. - Track dependencies and follow up with technical teams. SLA & Reporting - Monitor ticket aging, backlog, SLA compliance, and resolution metrics . - Prepare weekly/monthly operational reports. - Identify recurring issues and recommend process improvements. - Support audit and compliance reporting. Process Improvement - Maintain FAQs, knowledge articles, and user documentation . - Support automation of ticket routing, notifications, and status tracking. - Conduct ticket review meetings and ensure proper documentation before closure. Required Skills & Experience - 2+ years of experience in Business Analysis, Service Management, Helpdesk, or Service Coordination . - Experience with ServiceNow, Jira, Azure DevOps , or similar ticketing platforms. - Good understanding of Incident, Service Request, SLA, Escalation, and Change Management processes. - Experience coordinating with business and technical teams . - Exposure to Finance, ERP, Reporting, Data Warehouse, or Analytics environments is preferred. - Familiarity with SAP BW, Business Objects, AO, Databricks, or Power BI is an advantage. - Strong communication, documentation, organization, and follow-up skills. - Ability to manage multiple tickets and priorities in a fast-paced environment.