Our client is seeking a Process Analyst with strong experience in IT Service Management (ITSM) processes and tooling. This role is pivotal in supporting the transition from legacy systems (e.g., RemedyForce) to a new ITSM platform (Jira Service Management). The focus is on ensuring that business processes lead the tool implementation, not the other way around.
The analyst will collaborate closely with internal stakeholders and external partners to align on process improvements and ensure a smooth, business-aligned transition.
Key Responsibilities
- Analyze and document current business processes and identify areas for improvement.
- Lead workshops and stakeholder interviews to define future-state processes.
- Support the migration from RemedyForce to Jira Service Management.
- Collaborate with implementation partners (e.g., Valiantis) to ensure alignment with business needs.
- Act as a liaison between business units, IT, and external vendors.
- Ensure process changes align with operational KPIs and customer experience goals.
- Manage stakeholder expectations and facilitate consensus-building.
- Provide clear documentation and training materials for new processes.
- Monitor process performance and suggest continuous improvements.
Requirements & Qualifications
- Bachelor’s or Master’s degree in Business, IT, or a related field.
- 3–5 years of experience as a Process Analyst or Business Analyst.
- Proven experience with ITSM tools and frameworks (e.g., ITIL).
- Strong understanding of process management and business analysis.
- Experience in digital workplace processes is a strong plus.
- Excellent communication and stakeholder management skills.
- Ability to work in a dynamic, fast-paced environment.
Must-Have Skills
- ITIL certification or demonstrable knowledge of ITIL.
- Experience with ITSM tool migration or implementation.
- Experience with ITSM configuration.
- Strong process management and business analysis skills.
- Excellent interpersonal and communication skills.
- Ability to align diverse stakeholders toward a common vision.
Nice-to-Have Skills
- Experience in digital workplace processes.
- Familiarity with Jira Service Management and Atlassian tools.
- Experience working in telecom or large enterprise environments.
