**Introduction** We are seeking a detail-oriented and proactive Business Analyst to join our team. The ideal candidate will have hands-on experience in managing service tickets, documenting business processes, and driving follow-ups to ensure timely resolution and continuous improvement. This role requires strong analytical skills, excellent communication, and a collaborative mindset. **Your role and responsibilities** * Document and map business processes to identify gaps and improvement opportunities * Coordinate and follow up with stakeholders to ensure timely completion of tasks and projects * Analyze data and generate reports to support decision-making * Collaborate with cross-functional teams to gather requirements and translate them into actionable insights * Support project planning and execution through effective documentation and communication **Required technical and professional expertise** * 3-5 years of experience as a Business Analyst (5-8 years preferred) * Strong skills in process mapping and documentation * Excellent organizational and follow-up abilities * Strong written and verbal communication skills in English * Ability to work independently and in a team-oriented environment **Preferred technical and professional experience** * Proficiency in Jira and ServiceNow for ticket and issue tracking * Experience in Agile or Scrum environments * Familiarity with data visualization tools (e.g., Power BI, Tableau) * Knowledge of ITIL or similar frameworks IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.