ITSM Business Analyst

Responsibilities

1. Analyse and assess existing ITSM processes, identifying areas for improvement
2. Conduct gap assessments against ITIL4 best practices and ServiceNow out-of-the-box processes
3. Develop and implement process improvement roadmaps aligned with business priorities
4. Lead stakeholder workshops to gather and define requirements for ServiceNow solutions
5. Document end-to-end ITSM processes, workflows, and supporting materials
6. Support testing, validation, and adoption of new processes
7. Conduct audits and ensure compliance with ITSM frameworks
8. Stay updated on ServiceNow developments and industry trends

Requirements

1. Fluent Arabic speaker
2. Proven experience as a ServiceNow Process Consultant or ITSM Business Analyst
3. Strong knowledge of ITIL4 and ServiceNow ITSM modules
4. Experience in process assessment, gap analysis, and workflow optimisation
5. Ability to lead workshops and translate business needs into technical solutions
6. Willing to relocate to Dubai or Abu Dhabi (relocation package and visa sponsorship provided)