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Support Business Systems Analyst (ITSM)

Chennai, Tamil Nadu, India


Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence. 

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the bestselling book Subscribed).              

The Team 

We are looking for a self-motivated, dedicated Business System Analyst with a specialization in IT Service Management (ITSM) to join our dynamic team. As a key member, the Business System Analyst will play a pivotal role in analyzing, designing, and implementing ITSM solutions to enhance our business operations.

What you will do & achieve:

  • Gather and document business requirements for Service Management systems and processes. This involves working closely with stakeholders to understand their needs.
  • Analyze current business processes, identify areas for improvement, and document business processes and system requirements.
  • Work with technical teams to design  Service Management solutions based on business requirements. Configure  Service Management tools such as ServiceNow, Jira Service Management, or BMC Remedy.
  • Develop test plans, test scripts, and conduct testing to ensure systems meet requirements and are functioning properly.
  • Provide training to end-users on new  Service Management systems and processes. Offer ongoing support and troubleshooting for  Service Management systems.
  • Facilitate change management processes related to system changes, ensuring they are implemented smoothly with minimal disruption.
  • Identify opportunities for process and system improvements, working with stakeholders to implement enhancements.
  • Maintain up-to-date documentation for ITSM systems, including process flows, user guides, and system configurations.
  • Collaborate with cross-functional teams, including IT operations, developers, and business stakeholders to ensure ITSM Service Management solutions align with business needs.
  • Ensure  Service Management systems comply with relevant regulations and security standards.
  • Develop reports and dashboards to provide insights into Service Management performance, such as incident trends, SLA compliance, and service request metrics.
  • Work with tool vendors, managing relationships and ensuring software licenses and support contracts are up to date.

What you will need to be successful:

    • You have a technical bachelor’s degree or equivalent; advanced degree preferred.
    • 5-7+ years of experience in the IT field.
    • 3+ years of hands-on IT support experience
    • (ITIL) Foundation V3/ Service Strategy/ Service Design/ Service Transition/ Service Operation.
    • Exposure to current implementations of Generative AI in the Service Management space.
    • Track record of continuous improvement: the ability to drive activity which eliminates, automates or speeds up the resolution of tickets.
    • Demonstrated experience in IT support operations.
    • Knowledge of modern ticketing systems and workflows. Certification in ServiceNow or similar ITSM systems is a plus.
    • Possess a strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library) and how they apply to business operations.
    • Ability to elicit, analyze, and document detailed business requirements for ITSM systems and processes
    • Familiarity with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, etc., including their configuration and customization capabilities.Be able to identify issues within ITSM processes and systems, and propose and implement effective solutions.
    •  Work effectively with cross-functional teams, including IT teams, business units, vendors, and management to implement ITSM solutions.
    • Ability to manage and facilitate change within ITSM processes, ensuring smooth transitions and user adoption.
    • Maintain accurate documentation of ITSM systems, processes, and configurations. Develop reports and dashboards for management and stakeholders.
    • Keep the end-users in mind when designing and implementing ITSM solutions, ensuring they meet user needs and improve user experience.



Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit

Zuora is proud to be an Equal Employment Opportunity employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to


Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!


Internal Job Opportunities

Are you a current ZEO looking to take on new challenges? If so, check out our internal job openings on our internal job board.



Get to Know Us

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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