ITSM Business Analyst

Exxon Mobil; Bengaluru; On-site; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Competitive compensation

Medical plans and benefits

Global networking opportunities

Annual vacations and holidays

Day care assistance program

Training and development program

Tuition assistance program

Workplace flexibility policy

Relocation program

Transportation facility

Job summary

ExxonMobil is seeking an ITSM Business Analyst in Bengaluru, India to lead process governance and improvement across ITSM and ITIL-aligned workflows. You will translate business needs into functional requirements for ServiceNow, define KPIs and SLAs, and collaborate with product owners and service delivery teams to implement solutions.

The role emphasizes stakeholder collaboration, change governance, and ongoing measurement of process performance within a global technology framework.

Qualifications

• Experience with ITSM and ITIL-based processes.
• Strong understanding of Change Management, Service Request Management and Release Management (preferred).
• Proven 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.

Responsibilities

• Govern ITSM processes and drive continuous improvement aligned with ITIL standards.
• Perform process analysis to identify efficiency opportunities and automation potential.
• Gather and translate business requirements into functional specs for ServiceNow and ITSM teams.
• Define KPIs, SLAs and create dashboards to monitor performance.
• Collaborate with product owners and technical teams to implement process requirements.
• Lead stakeholder workshops and communicate updates on governance and policies.
• Support CAB meetings and post-implementation reviews.

Skills

ITSM processes

ITIL

Change Management

Service Request Mgmt

Release Management

Business analysis

Process documentation

Requirements gathering

KPIs & SLAs

Stakeholder comms

ServiceNow ITSM

Tools

ServiceNow

Job description

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At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world’s largest publicly traded energy and chemical companies, we are powered by a unique and diverse workforce fueled by the pride in what we do and what we stand for.

The success of our Upstream, Product Solutions and Low Carbon Solutions businesses is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies.

We invite you to bring your ideas to ExxonMobil to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work together.

ExxonMobil’s affiliates in India

ExxonMobil’s affiliates have offices in India in Bengaluru, Mumbai and the National Capital Region.

ExxonMobil’s affiliates in India supporting the Product Solutions business engage in the marketing, sales and distribution of performance as well as specialty products across chemicals and lubricants businesses. The India planning teams are also embedded with global business units for business planning and analytics.

ExxonMobil’s LNG affiliate in India supporting the upstream business provides consultant services for other ExxonMobil upstream affiliates and conducts LNG market-development activities.

The Global Business Center - Technology Center provides a range of technical and business support services for ExxonMobil’s operations around the globe.

ExxonMobil strives to make a positive contribution to the communities where we operate and its affiliates support a range of education, health and community-building programs in India. Read more about our Corporate Responsibility Framework.

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:
• Change 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

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
• 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.

ExxonMobil is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or disability status.

Business solicitation and recruiting scams

Nothing herein is intended to override the corporate separateness of local entities. Working relationships discussed herein do not necessarily represent a reporting connection, but may reflect a functional guidance, stewardship, or service relationship.

Exxon Mobil Corporation has numerous affiliates, many with names that include ExxonMobil, Exxon, Esso and Mobil. For convenience and simplicity, those terms and terms like corporation, company, our, we and its are sometimes used as abbreviated references to specific affiliates or affiliate groups. Abbreviated references describing global or regional operational organizations and global or regional business lines are also sometimes used for convenience and simplicity. Similarly, ExxonMobil has business relationships with thousands of customers, suppliers, governments, and others. For convenience and simplicity, words like venture, joint venture, partnership, co-venturer, and partner are used to indicate business relationships involving common activities and interests, and those words may not indicate precise legal relationships.

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