
Process Optimization Specialist
20 hours ago
About the Company:
Next Generation Technology Solutions is a technology company that provides innovative solutions to businesses. We are seeking an experienced Business Analyst with a strong background in ITIL frameworks and IT Service Management (ITSM) tools.
The successful candidate will have a proven track record of delivering IT service management projects, improving ITSM processes, and implementing ITSM tools. They will also have excellent communication and stakeholder management skills, with the ability to translate business needs into ITSM solutions.
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.
- 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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