Business Analyst - ServiceNow

As a senior-level professional in this role, you will be responsible for defining, implementing, and optimizing ITIL processes to lead service transition initiatives within the organization. Your strategic leadership combined with technical expertise will drive operational excellence, digital transformation, and enhance customer experience. Key Responsibilities: - Implement Level 3 & 4 process documentation and optimize process interlocks across service management functions. - Develop and maintain use cases for process implementation. - Lead ITSM tool configurations and implementations, specifically ServiceNow. - Design and implement customer-specific ITIL operational solutions. - Establish and maintain operational level agreements (OLAs). Integration & Transition Management: - Establish and maintain delivery frameworks for service transition. - Lead business requirements gathering and analysis. - Orchestrate operational readiness activities and execute transition strategies. - Implement risk management and mitigation plans. - Design customer-specific service transition plans. - Ensure smooth integration of customer operational solutions with existing ITIL framework. Performance & Financial Management: - Develop and maintain service cost models and define success KPIs. - Oversee financial planning and budgeting using EASE. - Generate and analyze performance reports using BI tools. Stakeholder Management: - Lead cross-functional initiatives and manage change management and communications programs. - Engage with external customers and drive strategic alignment across teams. - Facilitate customer workshops for ITIL process implementation. - Coordinate with customers to ensure operational solution effectiveness and provide regular updates on performance and improvements. Qualification Required: - Proven experience in defining and optimizing ITIL processes. - Strong expertise in implementing IT service management tools, particularly ServiceNow. - Excellent stakeholder management skills and the ability to drive strategic initiatives. - Proficiency in financial management and performance tracking using BI tools. - Bachelor's degree in IT or related field, or equivalent work experience. (Note: Additional details about the company were not provided in the job description.),