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Business Analyst - ServiceNow

Business Analyst - ServiceNow

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

TELUS Digital -

0 years

10 Lacs

noida

Posted:3 days ago| Platform: GlassDoor logo

Apply

Skills Required

servicenow itil service leadership drive management design integration risk planning budgeting analyze reports

Work Mode

On-site

Job Type

Part Time

Job Description

A senior-level position responsible for defining, implementing, and optimizing ITIL processes while leading service transition initiatives across the organization. This role combines technical expertise with strategic leadership to drive operational excellence, digital transformation and customer experience .

Key Responsibilities:

Process Management

Implement processes including Level 3 & 4 process documentation
Map and optimize process interlocks across service management functions
Develop and maintain use cases for process implementation
Lead ITSM tool configurations and implementations (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
Develop and execute transition strategies
Implement risk management and mitigation plans
Design and implement 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
Define and track success KPIs
Oversee financial planning and budgeting (EASE)
Generate and analyze performance reports using BI tools

Stakeholder Management

Lead cross-functional initiatives
Manage change management and communications programs
Engage with external customers
Drive strategic alignment across teams
Facilitate customer workshops for ITIL process implementation
Coordinate with customers to ensure operational solution effectiveness
Provide regular updates on operational solution performance and improvements

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Business Analyst - ServiceNow