ServiceNow Business Analyst

• We are seeking a skilled Business Analyst with expertise in IT Service Management (ITSM) to support the design, implementation, and continuous improvement of ITSM processes and tools. The ideal candidate will have hands-on experience with ITIL practices, strong analytical capabilities, and a background in ITSM platforms such as ServiceNow, BMC Remedy, or equivalent.

Key Responsibilities:

• Collaborate with stakeholders to gather and document business and technical requirements related to ITSM.
• Analyze existing ITSM processes (Incident, Problem, Change, Request, Asset, Knowledge Management) to identify areas for improvement.
• Translate business needs into detailed user stories, use cases, workflows, and functional specifications.
• Support configuration and implementation of ITSM tools, particularly platforms like ServiceNow or BMC Remedy.
• Define KPIs and service metrics; support reporting and dashboard creation for service performance monitoring.
• Work closely with developers, QA, and IT operations teams to ensure delivery of solutions aligned with business objectives.
• Facilitate workshops and training sessions for end-users and process owners.
• Ensure alignment with ITIL best practices and organizational IT governance policies.
• Assist in UAT planning, execution, and sign-off.

Required Qualifications:

• Bachelor's degree in Information Technology, Business, or a related field.
• 3+ years of experience as a Business Analyst, preferably with focus on ITSM