ITSM Business Analyst
Listed on 2026-10-19
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IT/Tech
IT Business Analyst, IT Consultant, Business Systems & Technology Analysis, Systems Analyst
Job Responsibilities:
Gather and document business requirements from stakeholders for ITSM process improvements and Service Now configuration
Establish and lead Stakeholder forums / CoP for each of the major areas of the ITSM community such as Service Desk, NOC, Admins, Application teams, etc Analyze business needs and identify opportunities for process improvements and automation
Collaborate with stakeholders to design and implement ITSM processes and procedures
Develop and maintain business requirements documents, use cases, and user stories for Service Now configuration and customization
Partner with the ITSM Process Owner and Technical Lead to Develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder / user requirements
Partner with ITSM Process Owner to develop and deliver training materials and user documentation for Service Now ITSM modules
Provide support and guidance to end-users on ITSM processes and Service Now functionality
Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and Service Now configuration
Job Description :
(system generated) based on level and role Participates with customers to formulate and implement enterprise-wide business, organization and information technology strategies. Work with customers to help conceptualize means to apply information technology as a strategic asset. Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals.
Skills:Service Now IT service managementITILITSM
Education/Experience:
High School.
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