Business Analyst

21 hours ago


Lahore, Punjab, Pakistan Next Generation Technology Solutions Full time

About the Role:

Next Generation Technology Solutions is seeking an experienced Business Analyst with a strong background in ITIL frameworks and IT Service Management (ITSM) tools. The ideal candidate will have a proven track record of delivering IT service management projects, improving ITSM processes, and implementing ITSM tools.

The successful candidate will have excellent communication and stakeholder management skills, with the ability to translate business needs into ITSM solutions. They will also have experience working with IT teams to translate business requirements into ITSM workflows, automation, and reporting structures.

The ideal candidate will be able to identify areas for process improvement, efficiency, and cost optimization within IT service delivery, and will have experience leading workshops and discussions to define business needs, pain points, and IT service enhancements.

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.
Requirements:
  • 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.

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