Service Design Business Analyst

Role summary:

Drive service design and operational readiness for new IT services,
ensuring seamless onboarding into operations using ServiceNow and defined
service management practices.

Key responsibilities:

• Collaborate with project and operations teams to
  define end -to -end service operationalization
  
• Design and configure ServiceNow forms, workflows,
  and service request structures
  
• Define and implement ticket management processes
  (incident, request, escalation)
  
• Establish clear RACI across teams for service
  ownership, support, and governance
  
• Create high -level SOPs and process documentation
  for service operations
  
• Ensure alignment with service management
  standards (ITIL) and operational best practices
  

Requirements

Mandatory skills:

• Strong experience as a Business Analyst in IT
  service management / Service Design
  
• Hands -on experience with ServiceNow (forms,
  workflows, ticketing)
  
• Good understanding of ITIL processes
  (incident, request, change management)
  
• Experience in service onboarding and
  operational readiness planning
  
• Ability to define RACI, SOPs, and service
  processes
  
• Strong stakeholder coordination across project
  and operations teams
  

Preferred skills:

• Experience in designing services in cloud/OT
  environments (e.g., Identity, Infrastructure services)
  
• Knowledge of ServiceNow configurations and
  workflows
  
• Strong documentation and process modeling skills