Technical Business Analyst

Technical Business Analyst-IT Service Management / Vendor Management Lead

Experience Required: 10+ Years

Work Location: Mossville, IL

Work Mode: Onsite

Work Auth: All Visas accepted (No H1 and No Fake profiles)

Education: Bachelor's Degree

Certification: ITIL / ITSM Certification Required

Job Summary

We are seeking an experienced IT Service Management (ITSM) professional with strong expertise in ServiceNow, vendor/supplier management, service operations, KPI reporting, SLA management, SOP development, and IT service delivery.

The ideal candidate will have 10+ years of experience managing IT services, service providers, operational processes, and business relationships while driving service quality, governance, compliance, and continuous improvement.

Required Skills

• 10+ years of experience in IT Service Management, Service Operations, Vendor Management, or Supplier Management.

• Bachelor's degree in a relevant field.

• ITIL / ITSM certification is required or an equivalent recognized certification.

• Strong hands-on experience with ServiceNow.

• Experience creating and maintaining ServiceNow dashboards and reports.

• Experience with Power BI or similar reporting and visualization tools.

• Strong knowledge of ITIL and ITSM frameworks.

• Experience with service desk platforms such as ServiceNow and Jira.

• Strong understanding of Incident, Problem, and Change Management processes.

• Experience defining, monitoring, and managing Service Level Agreements (SLAs).

• Strong experience developing and monitoring KPIs and service-performance metrics.

• Ability to analyze KPI data and provide actionable recommendations to leadership.

• Experience designing, implementing, documenting, and evaluating Standard Operating Procedures (SOPs).

• Strong knowledge of IT infrastructure, support environments, and service operations.

• Experience managing relationships with vendors, suppliers, service providers, contractors, and consultants.

• Strong problem-solving, root-cause analysis, trend-analysis, and process-improvement capabilities.

• Strong customer service and stakeholder-management skills.

• Ability to work with technical teams, engineering teams, vendors, and business stakeholders.

Key Responsibilities

• Lead problem reviews, Root Cause Analysis (RCA), trend analysis, and service audits in collaboration with IT support teams and service partners.

• Proactively identify, investigate, and resolve service-related problems and escalate issues when required.

• Develop, monitor, and analyze KPIs, SLAs, and service-performance metrics.

• Prepare KPI reports and provide leadership with actionable insights and recommendations.

• Create and maintain ServiceNow dashboards for service-performance monitoring and reporting.

• Lead the onboarding of IT software and engineering applications.

• Coordinate application onboarding activities with EAM teams, software vendors, engineering teams, and business functions.

• Develop, document, and communicate application onboarding processes.

• Ensure onboarding processes comply with enterprise security, governance, controls, and operational standards.

• Design, implement, evaluate, and continuously improve SOPs and IT service-management processes.

• Manage relationships with external vendors, suppliers, service providers, contractors, and consultants.

• Work closely with engineering and business teams to understand requirements and ensure timely service delivery.

• Drive operational efficiency, accountability, service quality, and continuous improvement.

Required Soft Skills

• Strong go-getter attitude and ownership mentality.

• Results-driven with the ability to take initiatives through completion.

• Excellent attention to detail.

• Strong analytical and problem-solving skills.

• Strong communication and stakeholder-management abilities.

• Ability to work with urgency, accountability, and minimal supervision.