Description

Summary:
We are seeking a detail-oriented and proactive Business Analyst to lead the analysis, design, and documentation of ITSM-related workflows, including onboarding, offboarding, and IT service requests. The ideal candidate will collaborate with Tier I, II, and III support teams to define business requirements, optimize workflows, and ensure alignment with organizational objectives. This role requires expertise in ITIL and ServiceNow and involves coordinating training, facilitating process improvements, and supporting documentation efforts.

 

Key Responsibilities:

Training and Coordination:

  • Coordinate and lead ITSM and ITIL training sessions for Tier I, II, and III support teams.
  • Plan, schedule, and facilitate generic ServiceNow training sessions.

 

Process Design and Documentation:

  • Support the creation of standard change templates in ServiceNow.
  • Develop detailed SOPs and process maps for ITSM + ITIL processes, including:
  • Onboarding and offboarding workflows.
  • Software requests.
  • Equipment installation or move requests.
  • Hardware requests.
  • IT project scoping requests.
  • Conduct gap analysis to identify inefficiencies and propose optimized workflows.

 

Stakeholder Engagement and Collaboration:

  • Meet with cross-functional teams bi-weekly to ensure tasks are on track and deliverables are clear.
  • Engage with stakeholders to gather business requirements and ensure alignment with project goals.
  • Facilitate workshops and meetings to drive consensus and clarify requirements.

 

ServiceNow and ITSM Support:

  • Collaborate with project managers and developers to implement ITSM, Change Management, Knowledge Management, and Project Management functionalities in ServiceNow.
  • Ensure all workflows align with business objectives, compliance standards, and user needs.

Documentation and Knowledge Sharing:

  • Create and maintain detailed documentation, including:
    • Business requirements documents (BRD).
    • Process flow diagrams.
    • User stories.
  • Maintain an organized repository of project documentation.

Qualifications:

  • Minimum of 8 years of experience as a Business Analyst, with a strong focus on ITSM and process optimization.
  • Bachelor’s degree in Business Administration, Information Technology, or a related field.
  • Advanced knowledge of ITIL best practices and processes.
  • Hands-on experience with ServiceNow (ITSM, Change Management, Knowledge Management, and Project Management modules).
  • Proficiency in process documentation and modeling tools (e.g., Visio) and project management tools (e.g., Jira, MS Project).
  • Exceptional analytical, problem-solving, and communication skills.
  • Ability to lead training sessions and facilitate workshops effectively.
  • Strong organizational skills and attention to detail

Education

Bachelor's Degree