Service Delivery Optimization Analyst

7 days ago


Lahore, Punjab, Pakistan Next Generation Technology Solutions Full time
Role Overview

We are seeking a highly skilled Business Analyst to join our IT service management team at Next Generation Technology Solutions. As a key member of the team, you will play a crucial role in bridging business needs with IT service delivery, ensuring that ITSM processes align with business objectives.

The ideal candidate will have strong expertise in ITIL frameworks and ITSM tools, with hands-on involvement in Incident, Problem, Change, and Service Management processes. They will also have experience with ITSM tools such as ServiceNow, BMC Remedy, Cherwell, Ivanti, Freshservice, or equivalent.

Main Responsibilities:
  • Process Analysis: Collaborate with stakeholders to analyze, document, and refine IT service management processes based on ITIL best practices.
  • ITSM Workflow Design: Work closely with IT teams to design and implement ITIL-based processes, including Incident, Problem, Change, Service Request, Asset, and Knowledge Management.
  • Documentation and Communication: Develop detailed documentation, including process flows, business requirements, use cases, and functional specifications.
  • Stakeholder Engagement: Act as a liaison between business units, IT teams, and service management stakeholders.


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