Business Analyst

As a Business Analyst (Trading Platforms / Capital Markets) you would serve as the primary point of contact for customer queries, issues, and service requests for trading platforms ensuring 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 and 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:

• 3–5 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 post‑trade processing
• High proficiency in SQL and experience analyzing large, high‑velocity trading datasets
• Hands‑on experience with JIRA for Agile delivery and ServiceNow for ITSM workflows
• Proven analytical skills with the ability to work in fast‑paced, real‑time 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 sign‑off, production deployments, and change management for mission‑critical systems