Business analyst role overview
this is a detail-oriented and strategic business analyst role that involves 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.
core responsibilities:
1. process improvements: assist in identifying opportunities for streamlining workflows, automating tasks, and improving documentation.
2. process documentation: maintain current service desk processes, workflows, performance metrics, sops, user guides, etc., as well as governance documentation for vendor onboarding, offboarding, and performance tracking.
3. sla adherence: monitor and report on key performance indicators (kpis) and service level agreements (slas), ensuring vendor processes are integrated into itsm workflows.
4. itsm reporting: create reports within servicenow performance analytics to track key itsm metrics, providing insights to leadership.
5. collaboration and training: collaborate with service desk teams, itsm tool administrators, and stakeholders to gather requirements and implement process enhancements, while also supporting itsm training efforts by creating training materials and guiding users on itsm processes and servicenow functionality.