Business Analyst (ServiceNow ITSM,ITIL)

Our client, one of Asia-Pacific’s leading organizations is looking for:
Business Analyst (ServiceNow ITSM,ITIL)

Responsibilities:

• ITSM Service Delivery & Operations : Drive and optimise end-to-end ITSM ( Incident, Problem, Change, Request) with Service Level Agreements (SLA) and service performance ownership.
• Product Operations : Own ServiceNow Business Analysis functions for production systems, managing enhancements, changes, and operational readiness
• Budget and Portfolio Management: Ensure alignment between operational demand and financial planning through Servicenow Strategic Portfolio Management (SPM) system to support budgeting, forecasting and cost optimisation with insights for portfolio prioritisation and resource allocation decisions to  meet the needs of the organisation .
• Governance, Security & Compliance Support: Produce reporting dashboards for management visibility, work with stakeholders  (Ops, Product, Dev Teams, Users) to gather and prioritise requirements with means to automate compliance with security, audit and policy requirements whenever possible.

Requirements:

• Degree in Business, Information Systems, Computer Science, Engineering, or a related field (or equivalent qualification) relevant to business analysis and IT.
• Core Experience (Must-Have): 5 years or more experience in Business Analysis/ ITSM / Service Operations. Proven experience and certification in Servicenow ITSM ( Implementation  + Operations).  Strong understanding of the ITIL processes (Incident, Problem, Change, Request). Demonstrated experience in Day 2 Operations / product sustainment roles.
• Functional Competencies: Experience in service performance analysis (SLA, KPIs, operational metrics). Expose to budget tracking / cost management / portfolio reporting. Able to translate business needs into ServiceNow functional requirements/user stories.
• Technical Understanding: Solid understanding of Servicenow modules (ITSM Core, SPM, Service Catalogue, CMDB). Familiarity with integration concepts and enterprise architecture context. Understanding of cloud-based platforms/ SaaS operation.
• Seniority & Leadership Expectations: Demonstrate ability to operate independently to lead process transformation and continuous improvement initiatives.

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Interested applicants can also email CV at [email protected] (for faster processing, please state the exact job / position title applied “Business Analyst (ServiceNow ITSM,ITIL)"

Only shortlisted candidates will be notified.

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EA License Number: 10C3636
EA Personnel Name: Jagveer Singh Arora 
EA Personnel Registration Number: R22109615

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