Position Details

Salary $80K – $120K USD / year

Type Full-Time

Experience mid

Exp. Years 5+ years

Education Bachelor's degree in Business Administration, Information Technology, or related field

Category Business Analysis

About this role

Remote consulting role focusing on analyzing and improving ITSM and ITAM processes; elicit and document requirements, map current and future state processes, and support implementation activities.

Key Responsibilities

Perform current-state and future-state business process analysis for ITSM and ITAM practices
Elicit, analyze, and document business, functional, and non-functional requirements
Facilitate stakeholder interviews, workshops, and working sessions
Develop process flows, use cases, requirements traceability, and process documentation
Support development of SOPs, workflows, training materials, and knowledge assets
Assist Project Managers with implementation planning and execution activities

Technical Overview

Scope includes ITSM/ITAM process design aligned to ITIL practices; documentation, process flows, use cases, and training materials; stakeholder workshops and SOP development.

Ideal Candidate

The ideal candidate is a mid-level business analyst with 5+ years in ITSM/ITIL-based processes, adept at mapping as-is and to-be processes, eliciting requirements, and coordinating stakeholder workshops in a consulting environment.

Must-Have Skills

Bachelor's degree in Business AdministrationInformation Technologyor a related field5 years of experience performing business process analysis5 years of experience gathering and documenting business and system requirements5 years of experience supporting ITSM initiativesExperience documenting as-is and to-be processesStrong analyticaldocumentationand communication skills

Nice-to-Have Skills

Experience with IT Asset Management (ITAM) processes across the asset lifecycleITIL 4 certification or formal ITSM trainingExperience supporting large-scale public-sector IT environments

Required Skills

ITSMITILITIL 4IT Asset ManagementITAMBusiness Process AnalysisRequirements ElicitationRequirements DocumentationStakeholder EngagementProcess DocumentationProcess MappingAs-Is ProcessTo-Be ProcessSOP DevelopmentWorkshop FacilitationDocumentationTraining Materials

Hard Skills

ITSMInformation Technology Service ManagementITIL 4IT Asset ManagementITAMBusiness Process AnalysisRequirements ElicitationRequirements DocumentationStakeholder EngagementProcess DocumentationProcess MappingAs-Is/To-Be Process ModelingSOP DevelopmentWorkshop FacilitationDocumentationTraining Materials

Soft Skills

Analytical SkillsDocumentation SkillsCommunication SkillsStakeholder EngagementWorkshop FacilitationAttention to DetailTeam Collaboration

Certifications

Preferred

ITIL 4 Certification

Industry & Role

Industry Consulting

Job Function Business analyst focusing on ITSM/ITAM process design and requirements in a remote consulting setting

Role Subtype IT Service Delivery Analyst

Tech Domains ITSM / ServiceNow, ITIL, Business Process Analysis, Requirements Elicitation, Stakeholder Management

Keywords for Your Resume

Business AnalystBusiness Solutions AnalystIT Service DeliveryITSMInformation Technology Service ManagementIT Asset ManagementITAMITILITIL 4requirements elicitationrequirements documentationstakeholder engagementprocess analysisas-is processesto-be processesprocess mappingworkshopsSOPstraining materialsdocumentationfacilitationRequirements ElicitationRequirements DocumentationStakeholder EngagementProcess MappingAs-Is/To-Be Process

Deal Breakers

Bachelor's degree required, 5+ years of experience in business process analysis, 5+ years of requirements gathering and documentation, 5+ years of ITSM experience, Experience documenting as-is and to-be processes

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Business Analyst - IT Service Delivery

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