Business Systems Analyst (ITSM)

Business Systems Analyst (ITSM)
Primary Location: Westlake TX
Secondary location: Merrimack NH

Skills:
- TSM Product Platform Fundamentals
- Requirements Analysis
- User Story Development
- Test Case Development & Execution
- Stakeholder Collaboration
- Process Documentation

Team
The team supports the ITSM Product solutions within Fidelity. Supports the design delivery and continuous improvement of ITSM Product platform capabilities.

The Role

The ITSM Product Analyst supports the design delivery and continuous improvement of ITSM Product platform capabilities. This role works closely with product owners platform engineers and business partners to translate business needs into well-defined requirements user stories and acceptance criteria. The analyst also develops and performs test cases to ensure delivered capabilities meet functional requirements and platform quality standards.
This position plays a critical role in ensuring internally developed ITSM Product solutions deliver business value through clear requirements structured testing and collaboration across technical and business teams.

Key Responsibilities

Requirements & Analysis

• Partner with business team members to capture analyze and document functional requirements.
• Translate business needs into clear actionable user stories with defined acceptance criteria.
• Facilitate requirement refinement sessions with product owners developers and architects.
• Identify process improvements and opportunities to simplify workflows within the ITSM Product platforms.

User Story Development & Backlog Support

• Develop and maintain high-quality user stories aligned to product roadmaps and sprint objectives.
• Support backlog grooming and prioritization with the product owner.
• Ensure stories are well-defined testable and ready for development.
• Maintain documentation of requirements process flows and solution designs.

Testing & Quality Assurance

• Develop detailed test plans and test cases based on functional requirements and user stories.
• Implement functional integration and user acceptance testing (UAT) activities.
• Document defects and coordinate resolution with developers.
• Validate that delivered capabilities meet acceptance criteria and business expectations.

Delivery & Collaboration

• Work closely with ITSM Product developers and platform teams throughout the development lifecycle.
• Participate in sprint ceremonies including planning demos and retrospectives.
• Support release readiness activities and post-release validation.
• Assist with documentation and knowledge transfer to operations or support teams.

Required Qualifications

• 3 years of experience working with ITSM Products or similar enterprise platforms
• Experience capturing business requirements and translating them into user stories and acceptance criteria
• Experience writing and performing test cases and test plans
• Familiarity with Agile delivery frameworks
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Proven experience collaborating with both technical and non-technical collaborators

Preferred Qualifications

• ITSM Product platform experience in ITSM ITOM ITAM
• Experience building monitoring event management observability platforms
• Experience with AI software development tools like GitHub Co-pilot
• Experience supporting UAT coordination and defect management
• Certified ITIL v4