Business Analyst Consultant – ITSM – Level 4

Context Overall objective: To design and optimize ITSM processes hosted under Service

Now

MISSIONS: Mission Objective: The Business Analyst specializing in Service

Now and ITSM will have the primary mission of maximizing the efficiency of IT Service Management processes within the organization, using the Service

Now platform. They will play a key role in defining, analyzing, and optimizing business processes to improve the quality of IT services.

Responsibilities: Needs Analysis: Collaborate with stakeholders to understand their IT service management needs. Conduct market research and benchmarking to identify best practices and emerging trends in the ITSM field.

Solution design: Define and document functional and technical specifications based on business needs. Design solutions on the Service

Now platform to meet ITSM process requirements.

Project management: Plan and coordinate ITSM process implementation and transformation projects. Ensure the management of resources, deadlines, and budgets associated with the projects.

Testing and validation: Participate in testing phases to ensure that the developed solutions meet specifications and business needs. Facilitate user validation and acceptance.

Training and support: Conduct training sessions for users to ensure effective adoption of Service

Now solutions. Provide ongoing support and resolve issues related to ITSM processes and tools.

Continuous improvement: Analyze KPIs and user feedback to identify opportunities for improving ITSM processes. Implement continuous improvement initiatives to optimize the use of Service

Now.

Required skills: Proven expertise in using Service

Now and managing ITSM processes. Strong analytical skills and the ability to translate business needs into technical solutions. Project management experience, with the ability to manage multiple projects simultaneously. Excellent communication and interpersonal skills.

Education and Experience: Degree in computer science, business administration, or a related field. Previous experience as a Business Analyst, specializing in Service

Now and ITSM.

Technical Skills: Service

Now – Expert – Essential; ITIL – Confirmed – Important

Professional English language skills (Important)

Application: CV + cover letter + copies of diplomas to be sent to

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