ITSM Business Analyst
Exxon Mobil Corporation (company site, opens in a new tab)BengaluruOn-siteDirect career pageEst. 12–18 LPA
Posted on 4 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.