Associate Business Analyst

Key Responsibilities:

• Develop and execute IT Service Management processes in accordance with ITIL best practices
• Establish governance frameworks for service architecture and set operational standards
• Oversee Incident, Problem, Change, and Release Management processes
• Set and evaluate SLAs, OLAs, KPIs, and metrics for service performance
• Promote ongoing service improvement efforts throughout IT operations
• Work collaboratively with business and technology teams to ensure services meet organizational goals
• Perform process assessments, audits, and compliance evaluations
• Offer expertise on service transition, service design, and readiness for operations
• Assist in the implementation and optimization of the ServiceNow ITSM tool
• Create executive dashboards, reports, and service review presentations

Technical Requirements:

• Technology Architecture, ITIL

Preferred Skills:

Technology->Architecture->Architecture - ITIL