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Tier-1 employer, generic BA title, metro location, and mid-level profile drive high competition.
Requires ITSM/ITIL and ServiceNow knowledge, moderately limiting cross-industry transferability.
No explicit years but requires ITSM/ITIL and ServiceNow domain knowledge, producing moderate candidate filtering.
Own and support governance, design, and continuous improvement of IT Service Management (ITSM) processes including Incident, Change, Problem, and Request Management.
Translate business and process requirements into functional requirements for ServiceNow and ITSM platforms; ensure ITSM processes align with ITIL best practices and meet operational objectives.
Define and monitor ITSM process KPIs, SLAs, compliance metrics; develop reporting mechanisms and provide insights for process performance and improvement.
Experience working with ITSM and ITIL-based processes including Incident, Change, Problem, and Request Management.
Proven skills in business analysis, process documentation, requirements gathering, and data analysis for process improvements.
Working knowledge of ServiceNow ITSM capabilities and process workflows.
Work Experience Required: Not explicitly mentioned in the JD.
Candidate should have a strong background in ITSM governance and process improvement within large-scale or complex environments.
Experience bridging business stakeholders and technical/service platform teams, particularly with familiarity in ServiceNow implementations.
Demonstrated ability to manage, measure, and report ITSM process performance and compliance aligned with ITIL best practices.