**Introduction** You will be joining a Center of Excellence that fosters your professional development, encourages teamwork and collaboration, and champions continuous process enhancement and innovation. By becoming part of this team, you will cultivate key competencies such as enhanced communication skills, derived from regular interactions with the supported business. The dynamic nature of serving a rapidly expanding client will present you with complex scenarios, thereby sharpening your problem-solving acumen and stress management techniques. Your daily engagement with diverse stakeholders will bolster your teamwork abilities, ultimately propelling you towards becoming a high-performing and influential business analyst. **Your role and responsibilities** · Serve as the bridge between understanding business needs and coordinating technical delivery for enhancements to the IT4U portal. · Gather, analyze, and prioritize requirements from the IT4U Product Manager, Product Owner, and service owners. · Translate requirements into user stories and acceptance criteria within the agile delivery process and aligned to defined design standards. · Conduct data analysis and identify trends, pain points, and opportunities for improvement across service catalog, knowledge management, and service portal. · Collaborate with developers, testers, and UI/UX designers to ensure solutions align with business objectives and user experience standards. · Support backlog refinement and participate in sprint ceremonies to ensure continual portal and service experience improvement. **Required technical and professional expertise** · Qualifications: Strong background as a technical business analyst, requirements gathering, documentation, and effective stakeholder communications and management. · Tools: ServiceNow, JIRA, M365 suite, HappySignals, PowerBI · Years of Experience: Minimum of at least 3 years * Requires good English proficiency. **Preferred technical and professional experience** Experience with ServiceNow (catalog, knowledge, portal), 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.