Job Description

Roles & Responsibilities

• Analyze and document complex ITSM processes, identifying bottlenecks and opportunities for improvement using frameworks like ITIL.
• Translate business requirements into detailed functional and technical specifications for ITSM tools and solutions.
• Collaborate with stakeholders to define service level agreements (SLAs) and operational level agreements (OLAs) that align with business objectives.
• Design and implement ITSM workflows and automation to enhance efficiency and reduce manual effort in incident, problem, and change management.
• Facilitate user acceptance testing (UAT) and gather feedback to ensure ITSM solutions meet user needs and expectations.

Desired Candidate Profile

Experience 10 years in Business Analysis - IT Service Management roles.

Frameworks Strong foundational knowledge of ITIL v3 or ITIL 4 frameworks. Experience in Implementation of ITSM, ITIL frameworks

Tools Proficiency or Experience in Implementation with enterprise-grade ITSM platforms and reporting tools - Jira or ServiceNow or equivalent ITMS tools

Soft Skills Exceptional stakeholder management, conflict resolution, and written/verbal communication skills under pressure

Requirement Gathering Translate business needs into actionable technical requirements and user stories for ITSM platforms (e.g., ServiceNow or Jira Service Management).

Deep understanding of the Incident Lifecycle Management, Problem Management

Project planning

Risk and Issue Management

Stakeholder management and Governance

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