Service Design Business Analyst

Job Description

Role summary:<\/span><\/b>
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Drive service design and operational readiness for new IT services,
\n ensuring seamless onboarding into operations using ServiceNow and defined
\n service management practices.<\/span>
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Key responsibilities:<\/span><\/b>
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• Collaborate with project and operations teams to
  \n define end -to -end service operationalization<\/span>
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• Design and configure ServiceNow forms, workflows,
  \n and service request structures<\/span>
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• Define and implement ticket management processes
  \n (incident, request, escalation)<\/span>
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• Establish clear RACI across teams for service
  \n ownership, support, and governance<\/span>
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• Create high -level SOPs and process documentation
  \n for service operations<\/span>
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• Ensure alignment with service management
  \n standards (ITIL) and operational best practices<\/span>
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  Requirements<\/h3>\n

  Mandatory skills:<\/span><\/b>
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  • Strong experience as a Business Analyst in IT
    \n service management / Service Design<\/b><\/span>
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  • Hands -on experience with ServiceNow (forms,
    \n workflows, ticketing)<\/b><\/span>
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  • Good understanding of ITIL processes
    \n (incident, request, change management)<\/b><\/span>
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  • Experience in service onboarding and
    \n operational readiness planning<\/b><\/span>
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  • Ability to define RACI, SOPs, and service
    \n processes<\/span>
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  • Strong stakeholder coordination across project
    \n and operations teams<\/span>
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    Preferred skills:<\/span><\/b>
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    • Experience in designing services in cloud/OT
      \n environments (e.g., Identity, Infrastructure services)<\/b><\/span>
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    • Knowledge of ServiceNow configurations <\/b>and
      \n workflows<\/span>
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    • Strong documentation and process modeling skills<\/span>
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