IT Business Analyst

This Business Analyst role focuses on ensuring our new ITSM tool aligns with business goals, compliance, and continuous improvement. You'll work closely with IT, operations, service delivery, and vendors to make it happen.

What You'll Do:

• Analyze & Define: Gather detailed requirements from diverse teams (Customer Support, IT Operations, Infrastructure, etc.) and translate them into clear, actionable specifications like user stories and process flows. You'll also identify gaps between our current processes and ITIL best practices.
• Optimize ITIL Processes: Design and refine workflows for core ITIL areas: Incident, Request, Change, Problem, and Knowledge Management. Your goal is to maximize tool capabilities while minimizing custom development.
• Lead Tool Implementation: Act as the main business point of contact for the ticketing tool rollout. You'll coordinate with technical teams and vendors to configure the tool and oversee its integration with systems like CRM, asset management, and monitoring tools.
• Drive Continuous Improvement: Monitor the tool's performance and user adoption post-launch. You'll use data and feedback to identify improvements and support the development of KPIs and dashboards to measure efficiency and satisfaction.

What You'll Bring:

• A Bachelor's degree in IT, Business Administration, Computer Science, or a related field.
• 1-3 years of experience as a Business Analyst in ITSM, customer support transformation, or implementing enterprise tools.
• Strong knowledge of IT operations, service delivery, and customer experience.
• Hands-on experience with at least one modern ITSM/ticketing platform implementation.