Business Analyst - ITSM Platforms

Scope: Collaborates with Product Owners, Business Partners, and Cross-Functional Teams to deliver high-quality technology solutions that meet business needs. This role focuses on gathering and documenting functional requirements, supporting integration mapping, testing, and training activities within IT Service Management Platforms. Partner with and influence developers, stakeholders, system architects and various subject matter experts to determine priorities. Operate as a highly skilled individual contributor with some technical oversight on a single product or subject matter area, while maintaining awareness of the broader system. Essential Functions: Translate business requirements into functional and technical specifications for development teams.

Ensure optimization and validation initiatives are implemented, tracked and reviewed postproduction. Test business processes and recommend improvements.

Present results and product demos tailored to various business and technical audiences.

Analyze existing platform capabilities and identify areas for improvement to enhance user experience and operational efficiency

Serve as Subject Matter Expert (SME) for IT Service Management Platforms.

Other duties as assigned.

Minimum Qualifications Bachelors degree computer science or related field.

3-5 years experience with gathering and documenting business/functional requirements - must have a strong technical aptitude with an ability to understand technical requirements.

Strong communication skills, both written and verbal, with the ability to articulate complex technical concepts to non-technical stakeholders.

Familiarity with agile frameworks (Scrum, Kanban, Lean).

Preferred Qualifications Software configuration or application development experience is a plus.

Strong background in IT Service Management platforms/tools.

3 yrs Expereince in ServiceNow

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