We are seeking a skilled Technical Business Analyst with expertise in IT Service Management (ITSM) to join our team. The ideal candidate will play a critical role in bridging the gap between business needs and IT capabilities, ensuring successful delivery of ITSM initiatives including ITIL process improvements, tool implementations (like ServiceNow, BMC Remedy, etc.), and operational enhancements. Key Responsibilities: Gather, analyze, and document business requirements for ITSM initiatives and translate them into functional/technical specifications. Collaborate with stakeholders, including IT operations, service desk, and development teams, to design and implement ITSM solutions. Facilitate workshops and meetings to elicit requirements and define service management processes (Incident, Problem, Change, Request, CMDB, etc.). Support the design and configuration of ITSM tools such as ServiceNow, BMC Remedy, or Cherwell. Drive continuous improvement initiatives and identify automation opportunities within ITSM processes. Develop process flow diagrams, user stories, and other documentation to support development and testing. Act as a liaison between business users and technical teams throughout the project lifecycle. Ensure ITSM processes align with ITIL standards and business goals. Support UAT and training activities; assist in change management planning. Track and report on project milestones, risks, and performance metrics related to ITSM implementation. Required Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of experience as a Business Analyst with a focus on ITSM. Strong understanding of ITIL frameworks and ITSM tools (ServiceNow, BMC Remedy, etc.). Experience with requirements gathering, process documentation, and workflow modeling. Familiarity with technical environments, integrations, and data mapping. Excellent communication and stakeholder management skills. Proficiency in tools like JIRA, Confluence, Visio, or similar. ITIL v3 or v4 certification is highly desirable.
