ITSM Solution Analyst – Implementation Projects

About Us

• At

  Hectae Analytics

  , we specialize in delivering technology-driven business solutions through product implementations and custom integrations of

  Freshworks

  products. Our team partners with clients to understand their business needs and design solutions that optimize operations, enhance customer experience, and drive measurable outcomes.
• We’re seeking an ITSM Solution Analyst to bridge business needs and technology. This role goes beyond traditional Business Analysis, requiring strong solutioning skills to translate challenges into effective ITSM solutions. The ideal candidate combines strong logical questioning and analytical thinking, ITSM expertise, and excellent communication skills.

Key Responsibilities

• Work closely with business owners

  to gather, analyze, and document business and functional requirements related to IT Service Management processes (e.g., Incident, Problem, Change, Service Request, Asset Management).
• Conduct

  discovery sessions, requirement workshops, and gap analyses

  to ensure alignment between business needs and ITSM product capabilities.
• Prepare

  functional and technical requirement documents

  and ensure traceability throughout the project lifecycle.
• Translate business challenges into

  practical and scalable ITSM solutions

  , following industry best practices and ITIL principles.
• Assess solution feasibility, participate in

  technical design discussions

  , and ensure proposed designs are scalable, maintainable, and aligned with business objectives.
• Collaborate with

  technical teams

  to validate the accuracy and completeness of proposed solutions.
• Act as the

  primary liaison

  between business stakeholders and internal teams, ensuring clarity, transparency, and alignment.
• Apply

  strong logical questioning and analytical thinking

  to challenge assumptions and uncover hidden requirements or inefficiencies.
• Identify opportunities for

  process automation, workflow optimization

  , and continuous improvement across IT service operations.
• Proactively identify potential risks or process challenges and propose actionable

  mitigation strategies

  .
• Create and manage

  Power BI dashboards

  to deliver actionable insights, performance metrics, and trend analyses to the management team.

Qualifications & Skills

• 5+ years of experience

  as an ITSM Solution Analyst or Implementation Consultant for ITSM tools.
• Proven experience in

  requirement gathering, solution mapping

  , and

  functional documentation

  .
• Strong understanding of

  implementation lifecycles

  and

  ITSM process design

  .
• Excellent knowledge of

  business process design, workflow automation

  , and

  change management

  .
• Strong

  communication, logical thinking, questioning

  , and

  analytical skills

  — with the ability to ask the right questions and challenge assumptions constructively.
• Hands-on experience with tools such as

  Jira, Confluence, Lucidchart, Figma

  , or

  Miro

  .
• Ability to

  work collaboratively

  with technical and non-technical teams in a

  fast-paced environment

  .

Preferred / Good-to-Have Skills

• Experience implementing or supporting ITSM platforms such as

  Freshworks, Zoho, Salesforce, or ServiceNow

  .
• Familiarity with

  ITIL

  or broader

  ITSM frameworks

  .

• ITIL v4 Foundation certification

  .
• Experience in

  ITSM tool implementation, migration, or integration projects

  .
• Knowledge of

  Agile methodologies

  and related tools (e.g., Jira, Confluence).
• Basic understanding of

  REST APIs

  and

  data integration concepts

  .