Title:  Sr Lead Business Analyst

Area(s) of responsibility

Key Responsibilities:
•    Requirement Gathering & Analysis:
Engage with business stakeholders to elicit, document, and analyze ITSM-related business requirements and translate them into functional specifications.
•    Process Improvement:
Assess current ITSM processes (Incident, Problem, Change, Asset, Knowledge Management) and recommend improvements aligned with industry best practices and organizational goals.
•    Tool Implementation & Configuration:
Collaborate with technical teams and vendors to configure, customize, and optimize ITSM tools (e.g., ServiceNow) based on business needs.
•    Testing & Validation:
Develop test cases, execute testing cycles, and coordinate UAT to ensure delivered solutions meet requirements and quality standards.
•    Training & Support:
Provide end-user training and post-implementation support to ensure smooth adoption of ITSM processes and tools.
•    Documentation:
Maintain up-to-date documentation including process flows, user manuals, and training materials.
•    Stakeholder Management:
Communicate effectively with IT and business stakeholders, managing expectations and facilitating workshops and meetings.
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Required Skills & Qualifications:
•    Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
•    Proven experience as a Business Analyst or Functional Consultant in IT Service Management.
•    Strong understanding of ITIL framework and ITSM processes.
•    Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, Cherwell, or equivalent.
•    Excellent analytical, problem-solving, and communication skills.
•    Ability to translate business needs into technical solutions.
•    Experience in requirement gathering, documentation, and stakeholder management.
•    Knowledge of software development lifecycle (SDLC) and agile methodologies is a plus.
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Preferred Qualifications:
•    ITIL Foundation or higher certification.
•    Experience in change management and project delivery.
•    Familiarity with scripting or automation in ITSM tools.
•    Strong interpersonal skills and ability to work collaboratively in cross-functional teams.