IT Business Analyst - IT Service Management (ITSM)

Business Analyst - IT Service Management (6-Month Contract)

Location: Singapore

Type: 6-Month Contract

About the Role

We are seeking a highly motivated Business Analyst with strong experience in IT Service Delivery (ITSM) and a proven track record in ITSM implementation projects. The ideal candidate will act as the bridge between business stakeholders and technical teams, gathering requirements, driving ITSM process improvements, and supporting the successful rollout of ITSM solutions. This is a client-facing role requiring excellent communication, stakeholder management, and documentation skills.

Key Responsibilities

• Work with business stakeholders, ITSM managers, and DevOps engineers to gather and document ITSM requirements.
• Translate business needs into functional specifications, user stories, workflows, and process designs.
• Support end-to-end ITSM implementation projects, covering Incident, Problem, Change, Request Fulfilment, Service Catalog, and CMDB processes.
• Facilitate workshops, requirements gathering sessions, and UAT/SIT with business users and technical teams.
• Collaborate with DevOps teams to ensure ITSM processes are aligned with automation, CI/CD pipelines, and operational monitoring tools.
• Perform gap analysis and propose process improvements aligned with ITIL best practices.
• Support ServiceNow or other ITSM platform implementations, including demand management, workflow design, and system configuration discussions.
• Manage and prioritize change requests, ensuring clear communication with development teams.
• Develop and maintain project documentation including BRDs, FSDs, test cases, and training materials.
• Act as the liaison between stakeholders, ITSM consultants, and developers to ensure timely and quality delivery.
• Provide input for service improvement plans, SLA reviews, and ITSM reporting requirements.

Requirements

• 5+ years of experience as a Business Analyst in IT service delivery or ITSM projects.
• Strong knowledge of ITIL processes and experience in ITSM implementations (ServiceNow preferred; BMC Remedy, Cherwell, or equivalent also acceptable).
• Proven track record in requirements gathering, business process mapping, documentation, and UAT management.
• Excellent stakeholder engagement, presentation, and communication skills.
• Ability to work independently in a fast-paced, client-facing environment.
• Certifications (advantageous): ITIL v4 Foundation or higher, ServiceNow certifications, CBAP.