Utt - Business Analyst

5 months ago


Dubai, United Arab Emirates Virtusa Full time

Conduct detailed analysis to understand business needs and translate them into technical specifications.

**System Design & Configuration**:

- Design, configure, and implement service desk solutions using HP Service Desk Manager.
- Ensure configurations are optimized for performance, scalability, and user experience.
- Maintain up-to-date documentation of system configurations and customizations.

**Service Desk Management**:

- Manage and support service desk operations to ensure efficient and effective incident, problem, and change management processes.
- Monitor and analyze service desk performance metrics to identify areas for improvement.

**Implementation & Testing**:

- Oversee the implementation of service desk solutions, ensuring they are configured correctly and meet business requirements.
- Develop and execute test plans to validate that solutions meet business requirements.
- Perform system testing and support user acceptance testing (UAT).
- Identify, document, and resolve defects and issues.

**Support & Maintenance**:

- Provide ongoing support and maintenance for the service desk system.
- Troubleshoot and resolve system issues in a timely manner.
- Implement enhancements and updates to improve system functionality and performance.

**Training & Documentation**:

- Develop and deliver training materials and sessions for end-users and other team members.
- Maintain up-to-date system documentation throughout the project lifecycle.

**Continuous Improvement**:

- Stay updated with the latest trends and best practices in service desk management and HP Service Desk Manager.
- Propose and implement improvements to processes, tools, and systems to enhance efficiency and effectiveness.

**Required Skills & Qualifications**:

- 5+ years of experience as a System Analyst or similar role, with a focus on service desk management.
- Proven experience with HP Service Desk Manager.

**Technical Skills**:

- Strong proficiency in configuring and customizing HP Service Desk Manager.
- Knowledge of IT service management (ITSM) frameworks, such as ITIL.
- Experience with SQL and database management.

**Analytical Skills**:

- Excellent problem-solving and analytical abilities.
- Ability to translate complex business requirements into technical solutions.

**Soft Skills**:

- Strong communication and interpersonal skills.
- Ability to work collaboratively in a team environment.
- Detail-oriented with a focus on delivering high-quality results.

**Education**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.

**Preferred Skills**:

- Certification in ITIL or other ITSM frameworks.
- Experience with other service desk tools and technologies.
- Knowledge of project management methodologies (e.g., Agile, Waterfall).

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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