ITSM Technical Business Analyst

Key Responsibilities

Business Analysis & Requirements Management

• Engage with business stakeholders to understand and document functional and technical requirements.
• Conduct workshops, interviews, and requirement gathering sessions.
• Translate business needs into detailed Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and User Stories.
• Perform gap analysis and recommend process improvements.

ITSM Process Analysis

• Analyze and optimize ITIL-based processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
  • Configuration Management (CMDB)
  • Asset Management
• Define process workflows, SLAs, KPIs, and operational metrics.
• Support governance and compliance initiatives.

Technical Solution Support

• Work closely with architects, developers, and implementation teams to design ITSM solutions.
• Assist in configuration and customization activities for ITSM platforms.
• Participate in integration, testing, deployment, and production support activities.
• Validate system functionality against business requirements.

Data Analysis & Reporting

• Develop reports, dashboards, and analytical insights for service management metrics.
• Analyze incidents, service requests, and operational trends.
• Support decision-making through data-driven recommendations.

Stakeholder Management

• Act as a liaison between business users and technical teams.
• Conduct solution walkthroughs and user acceptance testing (UAT).
• Facilitate communication across cross-functional teams.
• Provide status updates and presentation materials to management.

Service Improvement & Automation

• Identify opportunities to automate manual processes.
• Recommend and implement continuous service improvement initiatives.
• Support digital transformation and operational efficiency programs.