Business Analyst - IT Operations & Service Delivery

The impact of the role:

As a Business Analyst – IT Operations & Service Delivery, you will help translate operational needs, service delivery challenges, and business priorities into clear processes, structured plans, actionable improvements, and management-ready outputs.

You will work across customer service delivery, internal IT operations, process design, Kaizen initiatives, reporting, business case preparation, and technical team coordination. The role combines business analysis, operational governance, stakeholder management, and continuous improvement, helping the IT function become more structured, scalable, and proactive.

On a typical day, you will:

• Coordinate Service Delivery activities, tracking priorities, risks, dependencies, and actions.
• Support internal IT operations, including onboarding, offboarding, assets, access, service requests, and controls.
• Analyse processes, identify pain points, and design clearer, more efficient workflows.
• Lead or support Kaizen and continuous improvement initiatives across IT and service delivery projects.
• Prepare operational reports, dashboards, status updates, meeting materials, and management summaries.
• Gather data from tools, tickets, meetings, and stakeholders to support decisions.
• Define and track KPIs, SLAs, risks, action plans, and improvement measures.
• Prepare business cases for tools, staffing, process changes, outsourcing, automation, or technology investments.
• Coordinate with technical teams to clarify priorities, remove blockers, and make progress visible.
• Support prioritisation of requests, projects, incidents, improvements, and operational tasks.
• Document processes, decisions, responsibilities, and ways of working.
• Translate operational or technical topics into clear business language for stakeholders and management.
• Facilitate workshops, follow-ups, retrospectives, and problem-solving sessions.
• Challenge inefficient ways of working and propose practical improvements.
• Help ensure IT work is structured, measurable, and aligned with company priorities.

Requirements

In order to be successful in this role you will need:

• 2-5 years of experience in business analysis, service delivery, IT operations, project coordination, or process improvement.
• Ability to translate business needs into clear requirements, actions, processes, or reports.
• Experience documenting processes, workflows, requirements, decisions, and action plans.
• Analytical mindset, with the ability to structure problems and recommend improvements.
• Good understanding of IT operations, service management, or project delivery.
• Ability to work with technical teams and communicate clearly with non-technical stakeholders.
• Strong organisation, prioritisation, follow-up, ownership, and accountability.
• Comfort preparing reports, summaries, business cases, and management-level materials.
• Ability to facilitate meetings, clarify next steps, and ensure actions are tracked to completion.
• Strong communication skills in English, both written and spoken.
• Proactive mindset and willingness to challenge inefficient processes constructively.
• Ability to operate in a dynamic environment with multiple priorities and stakeholders.
• Comfort working with data, metrics, KPIs, and operational reporting.
• Strong attention to detail and ability to bring structure to ambiguity.

Nice to have

• Experience with ITSM tools such as Jira Service Management, or similar platforms.
• Familiarity with Agile, ITIL, service management, incident management, change management, or problem management practices.
• Experience with Kaizen, Lean, process optimisation, or operational excellence.
• Experience preparing business cases, cost-benefit analysis, or investment justifications.
• Experience with Microsoft 365, SharePoint, Teams, Planner, Power BI, Excel, Visio, or Power Automate.
• Experience working in technology, software, consulting, automotive, engineering, or other complex operational environments.
• Experience coordinating distributed teams or multi-country stakeholders.
• Basic understanding of automation, workflow design, data analysis, or low-code tools.
• Experience supporting technical managers, service delivery managers, IT managers, or engineering leads.
• Ability to create clear documentation, process maps, dashboards, and executive summaries.

Benefits

Perks that match your passion:

At MORO TECH, we don’t just talk about supporting our team, we build it into everything we do. Here’s how we invest in you.

💰 Your Expertise Rewarded

• A competitive compensation package that grows with your impact.
• Annual Performance and Salary Reviews to celebrate your progress.

⚡Supporting Your Daily Success

• Monthly Meal Vouchers to fuel your creativity.
• Premium Private Health Coverage for you and your family.
• Extra vacation days to recharge and explore.

🌱 Never Stop Growing

• Yearly training budget to master new skills.
• Cutting-edge tech setup with optional upgrades to customize your gear.
• Structured growth plans and regular progress check-ins.

Please note that benefits may vary based on the location.

A glimpse at our principles:

We move at the speed of culture. We are always evolving, staying relevant through agility and an entrepreneur spirit.

We feel comfortable with the unknown. Innovation requires embracing uncertainty, and we do so with confidence and creativity.

We act with passion. Whether we’re achieving our goals or learning from a failure, we do it passionately.

We enjoy being diverse. We are committed to fostering an environment where we can celebrate and embrace our diversity and each person's individuality so that people can bring their whole selves to work.