ITSM Business Analyst

ITSM Business Analyst

What role you will play in our team

The ITSM Business Analyst supports the design, governance, adoption, and continuous improvement of IT Service Management ITSM processes, including Incident, Change, Problem, and Request Management. Working closely with ITSM Process Owners, Product Managers, Product Owners, Service Delivery teams, and ServiceNow platform teams, the role ensures that ITSM processes are well-defined, effectively implemented, aligned with ITIL best practices, and continuously improved to meet business and operational objectives.

The position serves as a subject matter expert on ITSM processes and acts as a liaison between process stakeholders and platform teams, translating business requirements into actionable process and tooling requirements.

What you will do

Key Responsibilities

• ITSM Process Analysis & Governance

• Support the governance and continuous improvement of ITSM processes, policies, standards, and procedures.

• Analyze and document current-state and future-state ITSM processes.

• Ensure alignment of processes with ITIL best practices and organizational standards.

• Identify process gaps, risks, and compliance issues and recommend corrective actions.

• Support process audits, governance reviews, and compliance assessments.

• Process Improvement

• Perform process analysis to identify opportunities for efficiency, standardization, automation, and service quality improvements.

• Drive continuous service improvement initiatives using operational data, stakeholder feedback, and industry best practices.

• Analyze trends and recurring issues to recommend process enhancements.

• Maintain process documentation, workflows, and operating procedures.

• Requirements Management

• Gather, analyze, document, and prioritize business and process requirements.

• Translate process requirements into functional requirements for ServiceNow and ITSM platform teams.

• Collaborate with Product Owners and technical teams to ensure process requirements are accurately implemented.

• Validate implemented solutions against business and process objectives.

• Performance Measurement & Reporting

• Define and maintain ITSM process KPIs, SLAs, compliance metrics, and performance measures.

• Develop reports, scorecards, and dashboards to monitor process effectiveness.

• Analyze and communicate process performance trends and provide recommendations for improvement.

• Support management reviews by preparing process performance presentations and reports.

• Stakeholder Collaboration

• Partner with IT product teams, service delivery teams, and management to gather feedback and improve process adoption.

• Facilitate process workshops, reviews, and stakeholder discussions.

• Communicate process updates, policy changes, and governance requirements to stakeholders.

• Provide guidance on ITSM best practices, process compliance, and performance metrics.

• Change Management Support

• Participate in Change Advisory Board CAB meetings and support adherence to change policies.

• Assist with post-implementation reviews PIRs and document lessons learned.

• Analyze change trends, risks, and compliance metrics to support process improvements.

• Support governance activities for Change Management processes.

• About you

• Required Skills & Qualifications

• Experience working with ITSM and ITIL-based processes. Strong understanding of:

• Incident Management

• Change Management

• Problem Management

• Service Request Management

• Release Management preferred

• Experience in business analysis, process documentation, and requirements gathering.

• Ability to analyze data, identify trends, and recommend process improvements.

• Strong communication, facilitation, and presentation skills.

• Experience defining and monitoring KPIs, SLAs, and operational metrics.

• Ability to communicate effectively with both business and technical stakeholders.

• Working knowledge of ServiceNow ITSM capabilities and process workflows.

• Preferred Qualifications/ Experience

• ITIL Foundation certification or equivalent.

• Experience supporting governance, compliance, or audit activities.

• ServiceNow Functional Understanding

• Your benefits

• An ExxonMobil career is one designed to last. Our commitment to you runs deep: our employees grow personally and professionally, with benefits built on our core categories of health, security, finance and life.

We offer you:

• Competitive compensation

• Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits

• Retirement benefits

• Global networking & cross-functional opportunities

• Annual vacations & holidays

• Day care assistance program

• Training and development program

• Tuition assistance program

• Workplace flexibility policy

• Relocation program

• Transportation facility

• Please note benefits may change from time to time without notice, subject to applicable laws. The benefits programs are based on the Company’s eligibility guidelines.

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