About the role
We are seeking a detail‑oriented and analytical Business Analyst with strong experience in IT Service Management (ITSM) frameworks. The role involves gathering requirements, analyzing processes, and ensuring ITSM solutions align with business objectives.
Key Responsibilities- Collaborate with stakeholders to capture and document ITSM requirements.
- Analyze current IT service processes and identify areas for improvement.
- Translate business needs into functional specifications for ITSM tools (ServiceNow, BMC Remedy, etc.).
- Support ITIL‑based processes such as Incident, Problem, Change, and Service Request Management.
- Facilitate workshops, requirement sessions, and process mapping exercises.
- Partner with technical teams to ensure successful solution delivery.
- Prepare reports, dashboards, and KPIs to track ITSM performance.
- Provide training and documentation for end‑users and support teams.
- Strong knowledge of ITIL framework and ITSM best practices.
- Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell).
- Excellent skills in requirements gathering, process documentation, and gap analysis.
- Strong analytical and problem‑solving abilities.
- Effective communication and stakeholder management skills.
- Ability to create workflow diagrams, use cases, and functional specifications.
- ITIL Foundation or higher certification.
- Experience in ITSM tool implementation or migration projects.
- Familiarity with Agile/Scrum methodologies.
- Exposure to reporting tools and data visualization for ITSM metrics.