Overview
we are looking for a detail-oriented and strategic itsm business analyst with a strong focus on service desk operations to join our it team. This role will be responsible for analyzing, optimizing, and enhancing service desk processes and tools within the it service management (itsm) framework. The ideal candidate will bridge the gap between business needs and technical solutions, ensuring efficient incident, request, and knowledge management practices.
the itsm business analyst will collaborate with various stakeholders to ensure that it services are delivered efficiently, and incidents, requests, and other ticket types are resolved in a timely and effective manner. The ideal candidate will have a strong understanding of itsm processes and service desk metrics, slas and kpis, along with hands-on experience using servicenow, and the ability to communicate effectively with both technical teams and end users.
core responsibilities
* assist in process improvements – help identify opportunities for streamlining workflows, automating tasks, and improving documentation.
* maintain process documentation – document current service desk processes, workflows, performance metrics, sops, user guides, etc. Maintain governance documentation for vendor onboarding, offboarding, and performance tracking.
* monitor sla adherence – monitor and report on key performance indicators (kpis) and service level agreements (slas). Ensure vendor processes are integrated in itsm workflows.
* create itsm reports and dashboards – develop and maintain reports within servicenow performance analytics (or other reporting tools) to track key itsm metrics, providing insights to leadership.
* collaborate with it and business teams – collaborate with service desk teams, itsm tool administrators, and stakeholders to gather requirements and implement process enhancements. Escalate and manage vendor-related service issues through formal itsm processes.
* support itsm training efforts – assist in creating training materials and guiding users on itsm processes and servicenow functionality.
* analyze itsm data trends – identify recurring issues through data analysis and collaborate with teams to enhance long-term service efficiency.
qualifications
* bachelor’s degree in information technology, business administration, or related field.
* 1+ years of experience working with itsm processes (incident, problem, change, major incident) or sd environments.
* 1+ years of hands-on experience with servicenow itsm module (servicenow reporting experience is a plus).
* knowledge of performance analytics and/or power bi (preferred but not required).
* basic understanding of itil frameworks (certification is a plus).
* familiarity with servicenow knowledge management module (preferred).
* strong analytical and problem-solving skills.
* excellent communication skills with both technical and non-technical audiences.
* ability to prioritize tasks and meet deadlines in a fast-paced environment.
* detail-oriented and eager to learn itsm best practices.
* fluent in english (must)
johnson controls does not request pregnancy or hiv testing as a requirement for admission, permanence or promotion
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