ITSM Business Analyst

3 days ago

Greater Toronto Area Canada, Ontario Vaco Full time

We are looking for a seasoned ITSM Business Analyst to join our team. In this role, you will leverage your deep understanding of ITSM practices and governance frameworks to guide our organization toward more effective and streamlined operations. This is not an OCM-focused position; instead, we need a true process authority who can pinpoint where our current ITSM environment falls short and then translate those findings into tangible improvements that bridge the gap between theory and day-to-day practice.


Responsibilities:

  • Examine and document existing ITSM processes, identifying areas for enhancement or redesign.
  • Perform thorough gap analyses, comparing current methodologies against industry best practices to uncover improvement opportunities.
  • Collaborate closely with operational teams, ensuring that ITSM processes not only align with strategic goals but also integrate smoothly into daily workflows.
  • Propose and refine ITSM governance models to boost efficiency and maintain compliance with standards.
  • Serve as the key link between process design and operational execution, ensuring proposed changes are effectively implemented and sustained.
  • Engage with stakeholders through workshops and meetings, gathering insights and feedback to inform ongoing improvements.


Qualifications:

  • Demonstrated experience as an ITSM Business Analyst or a similar role, with a proven track record of enhancing ITSM processes.
  • Comprehensive understanding of ITSM frameworks, practices, and governance principles.
  • Familiarity with ServiceNow at a user level—no configuration or development expertise required.
  • Strong analytical skills and a background in performing complex gap analyses to generate actionable recommendations.
  • Outstanding communication and interpersonal skills enable effective collaboration across functional teams.

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