Analyze and document complex ITSM processes, identifying bottlenecks and opportunities for improvement using frameworks like ITIL. Translate business requirements into detailed functional and technical specifications for ITSM tools and solutions. Collaborate with stakeholders to define service level agreements (SLAs) and operational level agreements (OLAs) that align with business objectives. Design and implement ITSM workflows and automation to enhance efficiency and reduce manual effort in incident, problem, and change management. Facilitate user acceptance testing (UAT) and gather feedback to ensure ITSM solutions meet user needs and expectations.

Experience: 10 years in Business Analysis – IT Service Management roles.

• Strong foundational knowledge of ITIL v3 or ITIL 4 frameworks.
• Experience in implementation of ITSM, ITIL frameworks.

• Proficiency or experience in implementation with enterprise-grade ITSM platforms and reporting tools...