IT Business Analyst (ITSM Specialist)

The IT Business Analyst (ITSM Specialist) serves as the focal point for ITIL-aligned documentation, process design, and continuous improvement across IT Service Management practices.

This role ensures that ITSM processes are formally defined, consistently implemented, and fully compliant with operational, governance, and cybersecurity audit requirements.

The ideal candidate has strong experience in ITSM process documentation, BPMN-based modeling, and close collaboration with IT and business stakeholders to translate operational needs into structured, auditable service management practices.

• Develop, maintain, and update ITSM policies, practice guides, manuals, and Standard Operating Procedures (SOPs) aligned with the ITIL 4 framework.
• Design and document ITSM process flows using BPMN 2.0, clearly defining roles, handoffs, gateways, risks, and control points.
• Ensure all ITSM documentation supports cybersecurity, internal control, and audit requirements.
• Maintain version control and structured repositories for ITSM documentation.
  

• Facilitate workshops with Process Owners, Service Owners, and Support Teams to gather and validate requirements.
• Translate business and operational requirements into clear, actionable documentation and process designs.
• Define Service Level Requirements (SLRs), success metrics, and supporting KPIs in collaboration with stakeholders.
• Assess the impact of change requests on existing ITSM processes and system configurations.
  

• Support project planning by providing input on scope, risks, dependencies, and resource requirements.
• Review and provide feedback on vendor deliverables such as system definition documents, configuration designs, and UAT test scripts.
• Participate in User Acceptance Testing (UAT) to validate alignment with documented requirements.
• Assist in solution and vendor evaluations from a functional and process perspective.
  

• Conduct As-Is and To-Be process assessments and identify improvement opportunities.
• Contribute to continuous improvement initiatives by documenting lessons learned and optimization recommendations.
• Support Train-the-Trainer sessions and knowledge transfer activities for ITSM processes.

Education

• Bachelor's degree in Information Technology, Business Administration, or a related field.

Certifications

• ITIL 4 Foundation (mandatory)
• ITIL Managing Professional or Strategic Leader (advantageous)

Experience

• 35 years of experience as a Business Analyst with a strong focus on ITSM process design and documentation.
• Proven experience working with ITSM frameworks, governance models, and audit-driven environments.
• Experience supporting ITSM-related projects, enhancements, or platform implementations.