Description

You will act as the primary link between business requirements and IT implementation strategies, focusing on ITSM optimization.

Responsibilities

• Analyze and document current ITSM processes to identify optimization opportunities and service delivery improvements.
• Serve as the subject matter expert for ITSM frameworks, including Change Management, Problem Management, and Software Onboarding.
• Facilitate collaboration between IT and business stakeholders to align ITSM initiatives with organizational objectives.
• Develop and maintain ITSM metrics and reporting to provide actionable insights for continuous improvement.
• Collaborate with cross-functional teams to implement solutions following industry best practices.

Required Skills

• 10+ years of experience in business analysis or ITSM roles.
• Deep expertise in ServiceNow.
• Strong command of ITIL frameworks and processes.
• Proven experience managing Change Management workflows.
• Hands-on experience with Problem Management.
• Ability to translate complex business needs into technical IT requirements.
• Bachelor's degree or equivalent graduate qualification.

Preferred Skills

• Experience with Software Onboarding processes.

Key Skills

Education

Any Graduate