ServiceNow Business Analyst – ITSM
Role Overview
TECEZE is hiring an experienced ServiceNow Business Analyst with ITSM and SLM expertise, plus reporting and data analytics capabilities.
The posting states 10+ years of experience and remote work mode. Listed locations are Bangalore, Mumbai, and Chennai.
Key Skills for This Role
Full Job Posting
Role overview
TECEZE is hiring an experienced ServiceNow Business Analyst with ITSM and SLM expertise, plus reporting and data analytics capabilities.
The posting states 10+ years of experience and remote work mode. Listed locations are Bangalore, Mumbai, and Chennai.
Key responsibilities
- Analyze ServiceNow ITSM modules: Incident, Problem, Change, Request, Knowledge, and SLM.
- Gather requirements and prepare user stories and acceptance criteria.
- Handle tickets, defects, enhancements, and BAU support.
- Configure and monitor SLAs/OLAs, track breaches, and report compliance.
- Analyze incident trends, perform Problem RCA, and conduct Change Impact Analysis.
- Support UAT, defect tracking, release validation, and production support.
- Work with ServiceNow workflows, forms, and functional configurations.
- Create Power BI dashboards for ITSM, SLA, and operational KPIs.
- Perform SQL/data analysis and provide basic Microsoft Fabric and data architecture support.
Mandatory skills and experience
- 10+ years of experience.
- ServiceNow ITSM and SLM expertise.
- SLA/OLA configuration and SLA reporting.
- Business analysis, requirements gathering, and Agile.
- Power BI, including DAX and data modeling.
- SQL and data analysis.
- ITIL processes.
- Basic Microsoft Fabric and data architecture.
Work mode and locations
- Work mode is remote.
- Listed locations: Bangalore, Mumbai, and Chennai.
Salary
- Salary is stated as up to 16 LPA.
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