Business Analyst / Business Process Consultant IT Service Management (ITSM) Transformation

Experience:

7+ Years

Job Overview:

We are seeking an experienced Business Analyst / Business Process Consultant to support an enterprise-wide IT Service Management (ITSM) Transformation initiative. The ideal candidate will have strong expertise in ServiceNow, CMDB, Asset Management, and ITIL, with proven experience in gathering business requirements, process optimization, stakeholder management, and driving digital transformation programs.

Key Responsibilities:

- Gather, analyze, and document business requirements for ITSM transformation initiatives.

- Translate business requirements into functional specifications and user stories.

- Conduct stakeholder workshops, interviews, and requirement-gathering sessions to understand current and future-state processes.

- Analyze and document As-Is and To-Be business processes, identifying opportunities for process optimization and service improvements.

- Collaborate with development, infrastructure, and business teams to ensure successful implementation of ITSM solutions.

- Design and improve CMDB and IT Asset Management processes within ServiceNow, ensuring data quality, compliance, and governance.

- Prepare user stories, acceptance criteria, test scenarios, and support UAT activities.

- Support organizational change management through user communication, training, and adoption initiatives.

- Develop and maintain process documentation, SOPs, process maps, user guides, and training materials.

- Drive continuous improvement of ITSM processes by leveraging ITIL best practices and Agile methodologies.

Required Skills:

- 7+ years of experience as a Business Analyst or Business Process Consultant.

- Strong experience with ServiceNow ITSM, including CMDB and IT Asset Management.

- Solid understanding of ITIL processes and IT Service Management principles.

- Experience in IT transformation or digital transformation projects.

- Expertise in business requirement gathering, process analysis, and functional documentation.

- Experience creating user stories, acceptance criteria, and supporting testing activities.

- Strong stakeholder management, workshop facilitation, and communication skills.

- Experience with process modelling techniques and Agile/Scrum methodologies.

Preferred Qualifications:

- Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field.

- ITIL Foundation Certification is preferred.

- Experience with ServiceNow implementation or transformation projects.

- Knowledge of enterprise service management and asset lifecycle management.

Must-Have Skills:

- ServiceNow ITSM

- CMDB

- IT Asset Management

- ITIL

- Business Analysis

- Business Process Mapping

- Requirement Gathering

- User Stories

- Stakeholder Management

- Agile / Scrum

- ITSM Transformation