Description:
This is a full-time on-site role for an ITSM Business Analyst at Kagool in Dubai. The ITSM Business Analyst will be responsible for analyzing business requirements from clients, identifying process improvement opportunities, and configuring service management platform. The role also includes designing and deploying ITSM workflows and ensuring compliance with relevant standards.
Functional domain experience essential with Service Management tool and SAP ECC or S/4 HANA user experience for 1, 2,3
- Finance
- HR
- Procurement
- Facilities Management
- Government Relations
- IT
- Deep dive into each L3 processes and list all possible scenarios Prepare Business Requirement Document (BRD)
- Test & Validate new Service Management platform
- Supporting users during the UAT
- Liaising with ITSM product team on technical issues resolution
Qualifications
- Bachelor's degree or higher in Computer Science, Information Technology, or a related field
- 3+ years of experience working in ITSM processes and tools such as ServiceNow, BMC Remedy, or JIRA
- Experience in process mapping, requirements gathering, and business analysis
- Experience working with ITIL Service Management Framework and knowledge of ITIL concepts
- Experience in designing and deploying ITSM workflows
- Ability to work collaboratively with cross-functional teams and stakeholders, and to develop solutions that meet business needs
- Excellent written and verbal communication skills, and the ability to present complex technical issues to both business and technical audiences
- Industry certification such as ITIL Foundation, Certified Business Analysis Professional (CBAP), or ServiceNow Certified Implementation Specialist
- Experience with Agile methodology and project management