Business Analyst

3 weeks ago

Lahore, Punjab, Pakistan Next Generation Technology Solutions Full time
Business Analyst (ITIL & ITSM Expertise)

We are seeking a highly skilled Business Analyst with strong expertise in ITIL frameworks and IT Service Management (ITSM) tools. The ideal candidate will play a crucial role in bridging business needs with IT service delivery, ensuring that ITSM processes align with business objectives.

A certification in ITIL (preferably ITIL v4) is required, as the role demands deep understanding and application of ITIL principles to enhance service management, process improvements, and IT operations efficiency.

While experience with ServiceNow as a Business Analyst is preferred, it is not mandatory; however, familiarity with various ITSM tools is essential.

Key Responsibilities:
  • Collaborate with stakeholders to analyze, document, and refine IT service management processes based on ITIL best practices.
  • Work closely with IT teams to translate business requirements into ITSM workflows, automation, and reporting structures.
  • Identify areas for process improvement, efficiency, and cost optimization within IT service delivery.
  • Lead workshops and discussions to define business needs, pain points, and IT service enhancements.
  • Support the design, implementation, and continuous improvement of ITIL-based processes, including Incident, Problem, Change, Service Request, Asset, and Knowledge Management.
  • Gather requirements for ITSM tool configurations, enhancements, and integrations.
  • Collaborate with development teams to implement workflow automation, reporting, dashboards, and service catalogs.
  • Assist in the evaluation and implementation of ITSM platforms aligned with business and IT service needs.
  • If ServiceNow is used, work with ServiceNow developers to refine and optimize CMDB, workflows, and service reporting.
Stakeholder Engagement & Documentation
  • Act as a liaison between business units, IT teams, and service management stakeholders.
  • Develop detailed documentation, including process flows, business requirements, use cases, and functional specifications.
  • Ensure clear communication and alignment of IT service strategies with business goals.
  • Provide training and guidance to IT teams on ITIL best practices and ITSM tool functionalities.
Reporting & Performance Analysis
  • Define and track ITSM performance metrics (KPIs, SLAs, OLAs) to ensure service effectiveness.
  • Analyze incident trends, service requests, and change management effectiveness to recommend continuous improvements.
  • Support audit and compliance initiatives by ensuring adherence to ITIL-aligned processes.
Required Qualifications & Skills:
  • ITIL Certification (Mandatory) – Preferably ITIL v4 Foundation or higher (e.g., ITIL Managing Professional, ITIL Strategic Leader).
  • Proven experience as a Business Analyst in an ITSM environment, focusing on IT service management and process optimization.
  • Strong expertise in ITIL frameworks, with hands-on involvement in Incident, Problem, Change, and Service Management processes.
  • Experience with ITSM tools such as ServiceNow (preferred), BMC Remedy, Cherwell, Ivanti, Freshservice, or equivalent.
  • Ability to document, map, and improve ITSM processes using tools like Visio, Lucidchart, or similar.
  • Strong analytical skills, with experience in data-driven decision-making and IT service performance reporting.
  • Excellent communication and stakeholder management skills, with the ability to translate business needs into ITSM solutions.
  • Familiarity with CMDB concepts, asset management, and IT operations workflows.
  • Experience with automation and self-service enablement in IT service management is a plus.
Preferred (Not Mandatory) Skills:
  • ServiceNow Business Analyst Experience – Ability to work with ServiceNow teams for configuration, reporting, and workflow enhancements.
  • Experience with Agile or Scrum methodologies, including user stories, backlog grooming, and sprint planning.
  • Understanding of DevOps and IT operations best practices in ITSM environments.
  • Knowledge of cloud IT service models (IaaS, PaaS, SaaS) and their impact on ITSM.

This job requires to be in Office

Shift Timings: US EST (5:30 PM - 2:30 AM PKT)

Location: Gulberg, Lahore

Our benefits include:

  • Health Care Coverage: Competitive Health Insurance for you and your eligible dependents including parents.
  • OPD: Monthly Fixed OPD allowance for employees.
  • Gym Facility: 24/7 Gym facility is provided.
  • Careers Development and growth: Grow your careers with local/global assignments, training, workshops, and skill-building opportunities.
  • Employee Recognition: Your contributions are celebrated through our quarterly and annual recognition plans.
  • Engaging Activities: Engagement activities, gaming tournaments, team dinners and trips.
  • Annual Increments: Based on performance evaluation annual increments are added.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Research, Analyst, and Information Technology

Industries

IT Services and IT Consulting

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