ITSM Analyst

Summary

The ITSM Analyst plays a critical role in optimizing and maintaining the organization’s IT service management framework using ServiceNow. This position is responsible for analyzing, documenting, and improving core ITSM processes—including Incident, Problem, Change, Request, and Knowledge management—while ensuring alignment with ITIL best practices and business objectives. The Analyst acts as a bridge between business stakeholders, technical teams, and platform developers, translating requirements into actionable solutions. By driving process standardization, enhancing automation, and supporting continuous improvement, the ITSM Analyst ensures the service delivery platform remains efficient, scalable, and compliant. This remote role demands strong analytical, communication, and collaboration skills to support seamless service operations and successful project delivery.

Location

Remote (available from India)

Responsibilities

• Engage with IT stakeholders to assess and refine current Incident, Problem, Change, Request, and Knowledge management processes.
• Gather and translate business needs into clear ITSM requirements, user stories, and functional specifications.
• Identify inefficiencies in existing workflows and recommend data‑driven improvements aligned with ServiceNow best practices.
• Develop comprehensive process maps and documentation for ITSM modules, including SLAs, workflows, business rules, and service catalog items.
• Collaborate with ServiceNow developers and platform teams to ensure accurate implementation of ITSM features and configurations.
• Participate in design reviews to validate solutions against ITIL standards and organizational policies.
• Create and execute test cases for ITSM enhancements, support UAT, and track defect resolution through to closure.
• Design and optimize service catalog items, request workflows, and fulfillment processes for usability, compliance, and automation.
• Provide ongoing operational support to ITSM users, troubleshoot issues, and escalate when necessary.
• Monitor key ITSM performance metrics (e.g., SLA compliance, backlog trends) and recommend process improvements.
• Support platform upgrades by validating ITSM functionality post‑release and ensuring minimal disruption.
• Communicate project status, risks, and timelines to stakeholders and project managers.
• Deliver training sessions and develop user guides for new features or process changes.
• Facilitate cross‑functional alignment between IT operations, service desk teams, and development teams.

Requirements

• 5–10 years of professional experience in IT service management, with at least 4 years specifically in an ITSM Analyst role.
• Proven experience with ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, Service Catalog).
• Strong understanding of the ITIL framework and ability to apply best practices in real‑world scenarios.
• Demonstrated ability to gather requirements, create user stories, and document functional specifications.
• Experience in creating process maps, workflow diagrams, and detailed technical documentation.
• Hands‑on collaboration with developers and platform teams during configuration and implementation phases.
• Proficiency in designing and executing test cases, managing UAT, and tracking defects.
• Experience supporting service catalog design, request fulfillment, and automation workflows.
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to work independently in a remote environment with minimal supervision.
• Familiarity with continuous improvement methodologies and performance monitoring in IT