Business Analyst

Job description Business Analyst (Trading Platforms / CapitalMarkets) Key Objectives of Role: Serve as the primary point of contact for customer queries, issues, and service requests for trading platforms Ensure timely, accurate, and effective resolution of customer-reported issues while maintaining high service quality Identify recurring issues, service gaps, and process inefficiencies through ticket analysis and customer feedback Act as a subject matter expert (SME) for customer-facing trading systems and workflows to improve customer experience Ensure clear communication, proper documentation, and compliance with internal service and operational standards Key Responsibilities Act as the central point of contact for customer-reported issues, service requests, and inquiries across trading platforms Ensure prompt and effective resolution of incidents, complaints, and requests in line with defined SLAs Utilize ServiceNow to manage incident, problem, and change processes, including impact analysis and production issue triage Perform daily system monitoring and analytics to assess trading performance, data integrity, and system stability Analyze customer issues, conduct preliminary root-cause analysis, and collaborate with Technology, Operations, and Product teams for resolution Log, track, and manage incidents and service requests using tools such as ServiceNow and JIRA Provide regular and transparent updates to customers on issue status, resolution timelines, and preventive actions Identify recurring issues, service gaps, and process inefficiencies; propose system, process, or knowledge-base improvements Act as an SME for customer-facing trading workflows and systems to improve overall user experience Prepare and maintain documentation including SOPs, FAQs, knowledge articles, incident reports, and resolution summaries Support UAT and validation activities for fixes impacting customer-facing systems Monitor service performance metrics, ticket trends, and customer feedback to drive continuous service improvement Ensure clear communication, proper documentation, and adherence to internal operational and service standards Required Skills 35 years of experience as a Business Analyst, preferably in trading platforms, capital markets, or FinTech Strong understanding of trading concepts such as OMS/EMS, order execution, market data, trade lifecycle, and posttrade processing High proficiency in SQL and experience analyzing large, highvelocity trading datasets Handson experience with JIRA for Agile delivery and ServiceNow for ITSM workflows Proven analytical skills with the ability to work in fastpaced, realtime trading environments Experience creating detailed business and system documentation Preferred Skills & Qualifications B.E. / B.Tech / MCA or equivalent technical qualification Experience working on OMS, EMS, trading platforms, or exchange connectivity systems Familiarity with asset classes such as Equities, Mutual Fund,Derivatives, and MCX Exposure to regulatory requirements (audit trails, controls, reporting, risk limits) Excellent communication skills with the ability to translate complex trading and technical concepts into actionable insights Experience coordinating UAT signoff, production deployments, and change management for missioncritical systems Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Role: Business Analyst Industry Type: Financial Services Department: Data Science & Analytics Employment Type: Full Time, Permanent Role Category: Business Intelligence & Analytics Education UG: Any Graduate PG: Any Postgraduate Key Skills tradingdocumentationbusiness analysisuatemsmarket datadata integritycapital marketfintechchange managementsqlimpact analysisderivativesworkflow analysisservicenowitsmagileocsreportingcommunication skillsjiracustomer experience