IT Business Analyst

Role Overview
The IT Business Analyst (ITSM Specialist) serves as the focal point for ITIL-aligned documentation, process design, and continuous improvement across IT Service Management practices.
This role ensures that ITSM processes are formally defined, consistently implemented, and fully compliant with operational, governance, and cybersecurity audit requirements.
The ideal candidate has strong experience in ITSM process documentation, BPMN-based modeling, and close collaboration with IT and business stakeholders to translate operational needs into structured, auditable service management practices.
Key Responsibilities
ITSM Documentation & Process Design
Develop, maintain, and update ITSM policies, practice guides, manuals, and Standard Operating Procedures (SOPs) aligned with the ITIL 4 framework.
Design and document ITSM process flows using BPMN 2.0, clearly defining roles, handoffs, gateways, risks, and control points.
Ensure all ITSM documentation suppo...