ITSM Business Analyst

The ITSM Business Analyst supports the design, governance, adoption, and continuous improvement of IT Service Management (ITSM) processes, including Incident, Change, Problem, and Request Management.

Working closely with ITSM Process Owners, Product Managers, Service Delivery teams, and ServiceNow platform teams, the role ensures that processes are well-defined, effectively implemented, aligned with ITIL best practices, and continuously improved to meet business objectives.

• Support the governance and continuous improvement of ITSM processes, policies, standards, and procedures
• Perform process analysis to identify opportunities for efficiency, standardization, automation, and service quality improvements
• Gather, analyze, document, and prioritize business and process requirements
• Define and maintain ITSM process KPIs, SLAs, compliance metrics, and performance measures
• Partner with IT product teams, service delivery teams, and management to improve process adoption
• Participate in Change Advisory Board (CAB) meetings and support adherence to change policies

• Experience working with ITSM and ITIL-based processes
• Strong understanding of Incident Management, Change Management, Problem Management, and Service Request Management
• Experience in business analysis, process documentation, and requirements gathering
• Ability to analyze data, identify trends, and recommend process improvements
• Working knowledge of ServiceNow ITSM capabilities and process workflows
• Strong communication, facilitation, and presentation skills