Associate Business Analyst

Infosys; Hyderabad City Taluka; Sur place; PKR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

Infosys Hyderabad is seeking an IT Service Management Architect to design and implement ITIL-aligned processes, govern service architecture, and manage the ITSM lifecycle, including incident, problem, change, and release activities.

The role focuses on defining SLAs, OLAs, KPIs, and metrics, driving continual service improvement, and collaborating with business and technology teams to align services with organizational objectives. ServiceNow support and dashboards are key components.

Qualifications

• Design ITIL-aligned service management processes.
• Define governance frameworks and operational standards.
• Lead IT service management lifecycle activities.

Responsabilités

• Design and implement ITSM 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 in IT operations.
• Collaborate with business and tech teams to align services with objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, design, and readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Connaissances

ITIL

Outils

ServiceNow

Description du poste

Roles and 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.
• 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.

Technical Requirements

• Technology->Architecture->Architecture - ITIL

Skills

• Technology->Architecture->Architecture - ITIL