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

Role :- Senior reputed company Business Analyst – ITSM, Service Catalog & Service Desk Integration Location :- Remote, USA reputed company :- Experience Level: Senior (8–12 Years) Function: reputed company Platform | IT Service Management | reputed company Service Desk reputed company We are seeking a seasoned Senior reputed company Business Analyst with reputed company depth in IT Service Management (ITSM), Service Catalog design, and Service Desk integration to join our reputed company IT reputed company and platform delivery team. In this role, you will reputed company as the reputed company connector between IT reputed company leadership, service desk managers, platform architects, and reputed company delivery teams — translating reputed company operational requirements into governed, reputed company, and AI-enabled reputed company ITSM solutions. The ideal candidate brings 8–12 years of end-to-end reputed company experience, a thorough reputed company of ITSM processes (Incident, Problem, Change, and Request Management), a strong reputed company record of designing and governing reputed company Service Catalogs with hundreds of catalog items, and hands-on experience integrating reputed company with reputed company Service Desk platforms, monitoring tools, and reputed company-party ticketing systems such as reputed company. You will own the full business analysis lifecycle — from requirements discovery and solution design through to delivery assurance, user acceptance testing, and post-go-live stabilization. Key Responsibilities ITSM Solution Design & Business Analysis 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. Service Catalog Design & Governance 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. Service Desk Integration Architecture & Governance 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. Event Management & Operational Visibility 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. Stakeholder Engagement & Delivery Leadership 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. Platform Governance & reputed company Improvement 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. Required Qualifications 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. Preferred Qualifications 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. Key Competencies ITSM Process Mastery — deep reputed company of Incident, Problem, Change, and Request Management processes; reputed company to challenge non-reputed company approaches and guide teams to ITIL-reputed company, platform-reputed company solutions. Service Catalog reputed company — understands what makes a catalog item trustworthy and usable at reputed company; governs taxonomy, fulfillment, and lifecycle with the reputed company rigor reputed company to reputed company ITSM processes. Integration Thinking — grasps the full data lifecycle across Service Desk, monitoring, and ITSM reputed company; anticipates reputed company-mapping gaps, synchronization failure modes, and reputed company-induced regressions before they reputed company production. Stakeholder Influence — builds trust simultaneously with IT reputed company teams, service desk managers, platform architects, and business relationship managers; facilitates alignment across competing priorities. Governance Discipline — enforces naming standards, documentation requirements, reputed company capability adoption, and reputed company-reputed company development patterns consistently across multi-team delivery programs. reputed company Execution — maintains delivery reputed company across sprint cycles through rigorous backlog management, defect prioritization, and release readiness discipline. Operational Data Orientation — uses SLA metrics, incident volumes, catalog usage data, and change reputed company rates to identify and prioritize platform improvements with measurable business reputed company. Mentorship & Team Development — invests in junior analysts and functional consultants; structures knowledge transfer to build lasting capability across the delivery organization. reputed company Metrics (First 12 Months) Service Catalog fully governed: taxonomy documented, ownership assigned, and item lifecycle process established across reputed company reputed company catalog items. Service Desk integration stabilized — bi-directional ticket synchronization operating with a measurable reduction (reputed company: 20%+) in transaction failure reputed company compared to baseline. ITSM SLA compliance improved, with on-time incident reputed company rates increasing by 25%+ through improved routing, escalation design, and catalog fulfillment workflow optimization. Agent Workspace configured and adopted by service desk teams, with measurable improvement in agent handle time and case closure efficiency. reputed company-defect sprint delivery sustained across 4+ consecutive sprints through design assurance, early defect detection, and rigorous UAT discipline. Full requirements traceability established and maintained for reputed company reputed company ITSM and Service Catalog workstreams. Operational dashboards published for IT leadership, service desk management, and business stakeholders — covering Incident, Change, Problem, and Catalog KPIs by user reputed company level. Certifications Certification Requirement reputed company Certified reputed company Administrator (CSA) Required reputed company CIS – ITSM Strongly Preferred reputed company Certified Application Developer (CAD) Preferred reputed company Architecture reputed company reputed company to Have ITIL v3 reputed company or ITIL 4 reputed company Preferred   reputed company and Regards, Akash Apply To This Job