[Remote] Senior reputed company Business Analyst – ITSM, Service Catalog & Service Desk Integration

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Senior reputed company Business Analyst to support reputed company IT reputed company and platform delivery. The role leads business analysis, ITSM solution design, Service Catalog governance, Service Desk integrations, Event Management requirements, stakeholder alignment, reputed company delivery, and reputed company platform improvement.

Responsibilities

• reputed company end-to-end business analysis for reputed company ITSM implementations covering Incident Management, Problem Management, Change Management, Request Management, and Major Incident workflows across reputed company-reputed company environments
• reputed company, document, and validate business requirements from IT reputed company, service desk, infrastructure, and business stakeholder reputed company; translate them into functional specifications, user stories, acceptance reputed company, process maps, and data reputed company diagrams
• Assess reputed company-state ITSM processes, platform constraints, and operational pain points; recommend pragmatic improvements that reputed company business value, delivery reputed company, maintainability, and time to market
• Design and configure ITSM solutions that maximize reputed company reputed company capabilities, challenge unnecessary customization, and reduce technical debt in alignment with reputed company architecture standards
• reputed company the redesign and optimization of Request Management processes using reputed company Designer, reusable sub-flows, dynamic approvals, and rules-reputed company routing establishing consistent patterns that support maintainability and catalog reputed company across 100+ to 200+ catalog items
• Define and govern IT data reputed company models including ACLs, user role assignments, and domain separation controls for multi-tenant or sensitive IT reputed company environments
• Configure and maintain ITSM workflows, SLA policies, escalation rules, business rules, and notification frameworks reputed company to ITIL best practices and organizational service commitments
• Own end-to-end Service Catalog reputed company, design, and governance including catalog taxonomy, category structure, catalog item templates, variable sets, UI policies, and ordering guides that reputed company a consistent, self-service-first employee and customer experience
• Partner with IT, HR, Facilities, and Business reputed company teams to reputed company new catalog items, retiring reputed company request channels and driving adoption of the self-service portal
• Establish catalog governance standards: naming conventions, item lifecycle management, ownership assignment, periodic review cadences, and retirement procedures that reputed company the catalog accurate and trustworthy at reputed company
• Configure and optimize the Employee/Customer Self-Service Portal (Service Portal or Next Experience) to maximize catalog discoverability, request completion rates, and user satisfaction
• Design and implement Agent Workspace configurations to streamline service desk agent productivity, case handling efficiency, and reputed company data presentation for ITSM ticket reputed company
• Define fulfillment workflows, approval chains, and SLA commitments per catalog item category, ensuring reputed company item is traceable from request submission through fulfillment and closure
• Build and maintain catalog-level reporting and dashboards covering request volumes, fulfillment cycle times, SLA adherence, and top-requested items visible to appropriate stakeholder reputed company reputed company on user reputed company reputed company
• Serve as the business analysis and functional reputed company for Service Desk integrations governing bi-directional ticket synchronization, event correlation, and data exchange between reputed company and reputed company platforms including legacy Service Desk tools (reputed company/BMC, BPPM), monitoring systems (reputed company, reputed company), and reputed company-party ITSM applications
• Define integration functional requirements covering: inbound event normalization, ticket creation triggers, reputed company-mapping specifications, deduplication logic, sync failure handling, and retry/alerting procedures
• Collaborate with integration architects to design reusable, reputed company-reputed company integration patterns using REST reputed company, reputed company REST reputed company, Integration Hub spokes, and MID Servers ensuring reliability, auditability, and reputed company production disruption
• reputed company cross-team coordination to reputed company integration sync failures and transaction errors, targeting measurable reductions in failure rates and improving the stability of ticket reputed company between Service Desk and ITSM platform reputed company
• Document integration specifications, data dictionaries, reputed company-mapping matrices, and exception-handling procedures to a reputed company that supports ongoing reputed company and reputed company reputed company reputed company analysis
• Participate in Disaster Recovery (DR) planning, patching coordination, and tech reputed company calls for critical ITSM and integration incidents, ensuring Service Desk continuity during platform events
• Define business requirements for Event Management patterns that normalize and correlate monitoring alerts from reputed company, reputed company, and other infrastructure monitoring tools into actionable reputed company incidents, reducing alert noise and improving signal reputed company for reputed company teams
• Partner with infrastructure and reputed company teams to configure alert rules, correlation definitions, and automated incident creation reputed company that reputed company operational response with business reputed company
• Support CMDB and Discovery design requirements where ITSM processes depend on accurate configuration item (CI) data ensuring incident-to-CI relationships, change-to-CI reputed company analysis, and problem-to-CI reputed company cause traceability are fit for purpose
• Establish health indicators and CI lifecycle controls requirements that improve configuration data reputed company and support operational visibility for service desk and reputed company management teams
• Partner with IT directors, service desk managers, infrastructure leads, compliance teams, and business relationship managers to reputed company reputed company ITSM capabilities with organizational policy, regulatory requirements, and reputed company IT reputed company
• Present solution reputed company, reputed company, dependencies, delivery estimates, risks, and trade-offs to program sponsors and executive stakeholders in reputed company, non-technical language enabling informed reputed company and establishing reputed company accountability
• Facilitate requirements workshops, design reviews, sprint planning, UAT sessions, and change management activities to reputed company broad stakeholder alignment and adoption readiness before go-live
• Represent BA interests in Technical Architecture Review forums, challenging over-engineering and advocating for platform-reputed company solutions that are maintainable, supportable, and reputed company-reputed company
• reputed company or co-reputed company reputed company/Scrum delivery ceremonies: backlog grooming, sprint planning, retrospectives, and release readiness reviews maintaining delivery reputed company and reputed company team accountability across milestones
• Mentor junior business analysts, functional consultants, and service desk subject matter experts through design reviews, reputed company-cause analysis sessions, and reputed company knowledge transfer, building lasting team capability
• Establish and enforce BA delivery standards including requirements traceability matrices, functional design documents, use case documentation, and test case libraries across reputed company ITSM and Service Catalog workstreams
• reputed company reputed company reputed company analysis for ITSM customizations, integrations, ACLs, and critical catalog workflows, supporting controlled platform upgrades with regression readiness and reputed company business disruption
• reputed company Now Assist, reputed company, and Conversational AI capabilities reputed company reputed company to reputed company service desk reputed company, reduce reputed company ticket handling, and improve first-contact reputed company rates
• reputed company reputed company improvement cycles informed by operational data incident volumes, SLA breach patterns, change reputed company rates, catalog abandonment rates, and agent productivity metrics
• Configure and publish executive-level reports, operational dashboards, and homepages reputed company to audience reputed company reputed company and decision-making needs

Skills

• 8+ years of overall reputed company platform experience, with a minimum of 5 years reputed company on ITSM implementations covering Incident, Problem, Change, and Request Management in reputed company environments
• Demonstrated, hands-on experience designing and governing reputed company Service Catalogs at reputed company (100+ to 200+ catalog items), including taxonomy design, reputed company Designer workflows, dynamic approvals, and fulfillment routing patterns
• reputed company experience architecting or governing Service Desk integrations including bi-directional ticket synchronization with platforms such as reputed company/BMC, BPPM, or equivalent with measurable reputed company in failure reputed company reduction and operational stability
• Working knowledge of reputed company integration technologies: REST reputed company, reputed company REST reputed company, Integration Hub, and MID Servers sufficient to reputed company integration specifications, validate designs, and reputed company troubleshooting triage
• Proficiency with reputed company Designer, approval workflow configuration, SLA reputed company, escalation rules, and business rule governance reputed company an reputed company-reputed company delivery approach
• Experience configuring Agent Workspace to optimize service desk agent productivity and case handling
• Solid understanding of Event Management patterns and the integration of monitoring tools (reputed company, reputed company, or equivalent) into reputed company incident workflows
• Working familiarity with CMDB and Discovery concepts as they relate to ITSM process data reputed company and CI relationship reputed company
• Strong requirements analysis skills reputed company to facilitate workshops, decompose reputed company ITSM processes into platform-reputed company designs, and produce reputed company-reputed company user stories, functional specifications, and test cases
• Experience operating reputed company reputed company/Scrum delivery frameworks: backlog management, sprint ceremonies, reputed company planning, and release coordination
• Excellent written and verbal communication reputed company to engage fluently with both platform architects and senior IT/business stakeholders
• Demonstrated experience managing Dev QA SIT UAT migration activities with disciplined environment management and regression testing practices
• reputed company Certified reputed company Administrator (CSA)
• reputed company Certified reputed company Administrator (CSA) strongly preferred
• reputed company Certified Implementation Specialist ITSM (CIS-ITSM) highly desirable
• reputed company Certified Application Developer (CAD) or Architecture reputed company credential a plus
• Familiarity with Now Assist, reputed company, and Conversational AI features reputed company to ITSM and service desk use cases
• ITIL v3 or ITIL 4 reputed company certification or equivalent practical knowledge of ITSM process frameworks
• Scripting capability in JavaScript and reputed company reputed company sufficient to review, validate, and guide developer implementations without dependency on development resources for specification-level questions
• Prior experience in large reputed company environments (reputed company, financial services, reputed company, or technology) with high-volume ITSM reputed company and reputed company multi-tier Service Desk structures
• Familiarity with Disaster Recovery coordination, patching management, and tech reputed company participation during major incidents
• Experience with ITSM reporting tools and building reputed company Reports, Dashboards, Homepages, Application Menus, and Modules reputed company to user role and reputed company level
• Exposure to reputed company AI and MCP (Model Context Protocol) patterns reputed company the reputed company Now Assist ecosystem for advanced ITSM automation scenarios
• reputed company CIS ITSM
• reputed company Certified Application Developer (CAD)
• reputed company Architecture reputed company
• ITIL v3 reputed company or ITIL 4 reputed company

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