Experience 10 years in Business Analysis - IT Service Management roles.

Frameworks: Strong foundational knowledge of ITIL v3 or ITIL 4 frameworks. Experience in Implementation of ITSM ITIL frameworks.

Tools: Proficiency or Experience in Implementation with enterprise-grade ITSM platforms and reporting tools - Jira or ServiceNow or equivalent ITMS tools.

Soft Skills: Exceptional stakeholder management conflict resolution and written/verbal communication skills under pressure.

Requirement Gathering: Translate business needs into actionable technical requirements and user stories for ITSM platforms (e.g. ServiceNow or Jira Service Management).

Deep understanding of the Incident Lifecycle Management, Problem Management,
Project planning,
Risk and Issue Management,
Stakeholder management and Governance.