Associate Business Analyst

Infosys; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys seeks an experienced IT Service Management Architect to design and implement ITIL-aligned service management processes. You will define service architecture, governance, and operational standards while leading Incident, Problem, Change, and Release Management efforts.

You will establish and monitor SLAs, OLAs, KPIs, and service performance metrics; drive continual service improvement; and support ServiceNow/ITSM tool implementation and optimization across the organization.

Qualifications

• Experience in ITIL-based service management.
• Strong knowledge of ITIL processes and governance.
• Ability to define metrics and drive continual improvement.

Responsibilities

• Design and implement IT service management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.

Skills

ITIL

ITSM

Incident management

Change management

Release management

KPI tracking

ServiceNow

Tools

ServiceNow

Job description

Technology->Architecture->Architecture - ITIL
Design and implement IT Service Management processes aligned with ITIL best practices. Define service architecture, governance frameworks, and operational standards. Lead Incident, Problem, Change, and Release Management processes. Establish and monitor SLAs, OLAs, KPIs, and service performance metrics. Drive continual service improvement initiatives across IT operations. Collaborate with business and technology teams to align services with organizational objectives. Conduct process assessments, audits, and compliance reviews. Provide guidance on service transition, service design, and operational readiness. Support ServiceNow/ITSM tool implementation and optimization. Prepare executive dashboards, reports, and service review presentations.