IT Service Delivery Expert

21 hours ago


Lahore, Punjab, Pakistan Next Generation Technology Solutions Full time

Job Description:

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.

The successful candidate will have proven experience as a Business Analyst in an ITSM environment, focusing on IT service management and process optimization. They will be able to document, map, and improve ITSM processes using tools like Visio, Lucidchart, or similar.

The ideal candidate will possess strong analytical skills, with experience in data-driven decision-making and IT service performance reporting. Excellent communication and stakeholder management skills are essential, with the ability to translate business needs into ITSM solutions.

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.


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