The role involves driving and optimizing end-to-end ITSM processes including Incident, Problem, Change, and Request management with strict SLA ownership
Job Summary
The role involves driving and optimizing end-to-end ITSM processes including Incident, Problem, Change, and Request management with strict SLA ownership.
Candidates will own ServiceNow business analysis functions for production systems while managing enhancements and ensuring operational readiness.
The position requires aligning operational demand with financial planning using the ServiceNow Strategic Portfolio Management system for budgeting and resource allocation.
Matching Summary
Match Score: 85
The role involves driving and optimizing end-to-end ITSM processes including Incident, Problem, Change, and Request management with strict SLA ownership.
Skills & Requirements
Must-have
5+ years Business Analysis experience
ServiceNow ITSM implementation and operations
Strong ITIL process knowledge
Day 2 Operations product sustainment
SLA and KPI performance analysis
Nice-to-have
Strategic Portfolio Management (SPM) exposure
Budget tracking and cost management skills
Cloud-based SaaS operation understanding
Enterprise architecture context familiarity
Process transformation leadership abilities
Key Requirements
Degree in Business, Information Systems, Computer Science, or Engineering