ITSM Business Analyst

1 week ago


Montreal Quebec, Québec, Canada Vaco Full time

As an ITSM Business Analyst, you will play a crucial role in analyzing, improving, and aligning IT Service Management (ITSM) processes with operational objectives. Your expertise in process analysis, gap assessment, and governance will drive the operationalization of ITSM processes, ensuring they support organizational goals effectively.

Responsibilities:

  • Analyze and document current ITSM processes to identify areas for improvement.
  • Conduct gap analyses to pinpoint discrepancies between current processes and ITSM best practices.
  • Collaborate with operational teams to ensure ITSM processes align with organizational objectives.
  • Provide actionable recommendations for ITSM process optimization and governance.
  • Act as a bridge between process and operations teams to ensure seamless implementation of improvements.
  • Participate in workshops and stakeholder meetings to gather requirements and feedback.

Qualifications:

  • Proven experience as an ITSM Business Analyst or in a similar role.
  • Deep understanding of ITSM processes, governance, and best practices.
  • Familiarity with ServiceNow (no implementation required).
  • Strong skills in process analysis, gap analysis, and ITSM optimization.
  • Excellent communication and collaboration skills to work across diverse teams.
  • Ability to translate complex ITSM processes into actionable steps for operational teams.
  • Bilingual (french/english)

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