ITSM Analyst/ IT Operations Business Analyst/ Service Management Analyst- Remote

We are seeking an experienced ITSM Business Analyst to support IT Service Management initiatives, process improvements, and platform enhancements. The ideal candidate will work closely with stakeholders, IT teams, and service owners to gather requirements, optimize ITSM workflows, and enhance service delivery aligned with ITIL best practices.

This role will focus on translating business needs into functional requirements, improving incident/problem/change management processes, and supporting implementation or optimization of ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar tools.

• Collaborate with business and IT stakeholders to gather and document ITSM requirements.

• Analyze and improve ITSM processes including Incident, Problem, Change, Request, CMDB, and Asset Management.

• Facilitate workshops, stakeholder interviews, and process mapping sessions.

• Create BRDs, FRDs, user stories, workflow diagrams, and functional documentation.

• Support ITSM platform implementations, upgrades, and enhancements.

• Work closely with developers and QA teams to ensure accurate solution delivery.

• Participate in Agile/Scrum ceremonies and backlog grooming.

• Identify automation opportunities and process optimization strategies.

• Ensure alignment with ITIL frameworks and service delivery best practices.

• Assist with UAT coordination, test planning, and validation activities.

• Monitor KPIs, SLAs, and service performance metrics.

• 5+ years of experience as a Business Analyst within ITSM or IT Operations.

• Strong understanding of ITIL processes (Incident, Problem, Change, Request).

• Experience with ITSM platforms (ServiceNow, Remedy, Jira Service Management, Cherwell, Ivanti, etc.).

• Experience in requirements gathering, process mapping, and workflow design.

• Strong stakeholder communication and documentation skills.

• Familiarity with Agile/Scrum methodologies.

• Experience with reporting, dashboards, and service analytics