Job Overview:
We are seeking a detail-oriented ITSM Business Analyst to join our team. This role will focus on enabling and enhancing IT Service Management practices across the organization, with a strong emphasis on discovery, migration planning, and process optimization. The ideal candidate has strong ITSM process knowledge, a proven ability to translate business and IT support needs into actionable requirements, and experience driving continuous improvement in service delivery. You will play a key role in assessing IT groups for cloud migration, simplifying request types and forms, and coordinating with vendors to ensure successful project delivery.
Key Responsibilities:
Conduct discovery assessments to determine which IT groups are candidates for cloud migration.
Lead discovery workshops for project build-outs, ensuring requirements are clearly documented and aligned with ITSM best practices.
Analyze and rationalize request types, request forms, and field types to identify opportunities for consolidation and simplification.
Partner with IT, Operations, and business stakeholders to define and document ITSM requirements.
Support the design and optimization of ITIL-based processes (Incident, Problem, Change, Service Request, etc.).
Collaborate and coordinate closely with the ITSM platform vendor to align on configurations, integrations, and timelines.
Develop clear reporting and metrics to track SLA adherence, service performance, and process efficiency.
Maintain transparent communication with stakeholders on process changes, service performance, and improvement initiatives.
Required Qualifications:
Bachelor's degree in Information Systems, Business Administration, or a related field.
3+ years of experience supporting ITSM processes (incident, request, change, problem management).
Familiarity with ITIL frameworks and practical application in a business environment.
Strong analytical, problem-solving, and requirements-gathering skills, particularly in discovery and process mapping.
Excellent communication and stakeholder management skills.
Preferred Qualifications:
ITIL v4 Foundation certification (or higher).
Experience supporting or managing ITSM migrations (e.g., to cloud-based platforms such as ServiceNow, Jira Service Management, Cherwell, Remedy).
Background in IT operations, service desk management, or enterprise support.
Experience coordinating with ITSM vendors on implementations or platform enhancements.