IT Business Analyst
5 days ago
**Business Analyst - IT Service Management (12-Month Contract)**:
**Location**: Singapore
**Type**: 12-Month Contract
**About the Role**
**Key Responsibilities**
- Work with business stakeholders, ITSM managers, and DevOps engineers to gather and document ITSM requirements.
- Translate business needs into functional specifications, user stories, workflows, and process designs.
- Support end-to-end ITSM implementation projects, covering Incident, Problem, Change, Request Fulfilment, Service Catalog, and CMDB processes.
- Facilitate workshops, requirements gathering sessions, and UAT/SIT with business users and technical teams.
- Collaborate with DevOps teams to ensure ITSM processes are aligned with automation, CI/CD pipelines, and operational monitoring tools.
- Perform gap analysis and propose process improvements aligned with ITIL best practices.
- Support ServiceNow or other ITSM platform implementations, including demand management, workflow design, and system configuration discussions.
- Manage and prioritize change requests, ensuring clear communication with development teams.
- Develop and maintain project documentation including BRDs, FSDs, test cases, and training materials.
- Act as the liaison between stakeholders, ITSM consultants, and developers to ensure timely and quality delivery.Provide input for service improvement plans, SLA reviews, and ITSM reporting requirements.
**Requirements**:
- 5+ years of experience as a Business Analyst in IT service delivery or ITSM projects.
- Strong knowledge of ITIL processes and experience in ITSM implementations (ServiceNow preferred; BMC Remedy, Cherwell, or equivalent also acceptable).
- Proven track record in requirements gathering, business process mapping, documentation, and UAT management.
- Excellent stakeholder engagement, presentation, and communication skills.
- Ability to work independently in a fast-paced, client-facing environment.
- Certifications (advantageous): ITIL v4 Foundation or higher, ServiceNow certifications, CBAP.
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