remote
Business Analyst - IT Service Management ITSM - EVERSANA
Data Analyst
Business Analyst focused on IT Service Management, driving process optimization and service delivery excellence using ITIL, ServiceNow, and data‑driven insights to support life‑sciences clients.
About the role
Key Responsibilities
- Analyze and document current ITSM processes, identifying gaps and recommending improvements aligned with ITIL best practices.
- Collaborate with cross‑functional teams to design, implement, and monitor ServiceNow workflows that enhance service delivery and customer satisfaction.
- Collect, analyze, and report on key performance indicators, providing actionable insights to senior stakeholders.
- Facilitate change management activities, ensuring smooth adoption of new processes and tools across the organization.
- Act as a liaison between business units and IT, translating business requirements into technical specifications.
Requirements
- 3+ years of experience in IT Service Management or related roles within a complex enterprise environment.
- Strong knowledge of ITIL framework and proven experience with ServiceNow configuration and administration.
- Excellent analytical, problem‑solving, and communication skills, with the ability to influence stakeholders at all levels.
- Experience with data analysis tools (Excel, Power BI, or similar) to drive decision making.
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
Skills
itilservicenowprocess improvementdata analysis