ServiceNow Business Analyst
- Razorthink
- 3 - 6 years
- Bengaluru
- 3 months ago
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Job Description
- We are seeking a skilled Business Analyst with expertise in IT Service Management (ITSM) to support the design, implementation, and continuous improvement of ITSM processes and tools. The ideal candidate will have hands-on experience with ITIL practices, strong analytical capabilities, and a background in ITSM platforms such as ServiceNow, BMC Remedy, or equivalent.
Key Responsibilities:
- Collaborate with stakeholders to gather and document business and technical requirements related to ITSM.
- Analyze existing ITSM processes (Incident, Problem, Change, Request, Asset, Knowledge Management) to identify areas for improvement.
- Translate business needs into detailed user stories, use cases, workflows, and functional specifications.
- Support configuration and implementation of ITSM tools, particularly platforms like ServiceNow or BMC Remedy.
- Define KPIs and service metrics; support reporting and dashboard creation for service performance monitoring.
- Work closely with developers, QA, and IT operations teams to ensure delivery of solutions aligned with business objectives.
- Facilitate workshops and training sessions for end-users and process owners.
- Ensure alignment with ITIL best practices and organizational IT governance policies.
- Assist in UAT planning, execution, and sign-off.
Required Qualifications:
- Bachelor's degree in Information Technology, Business, or a related field.
- 3+ years of experience as a Business Analyst, preferably with focus on ITSM
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: RazorthinkLocation(s): Bengaluru+ View Contact
Keyskills: ServiceNow BMC Remedy Knowledge Management UAT planning ITSM ServiceNow Business Analyst ITIL
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