ITSM Business Analyst

Insight Global; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a detail-oriented Business Analyst with expertise in IT Service Management (ITSM). This fully remote role offers the opportunity to work with IT teams and stakeholders to optimize service processes and ensure effective tool configurations. The ideal candidate will have a strong background in business analysis, particularly with JIRA and other ITSM tools. Enjoy comprehensive benefits including medical, vision, dental, and 401k plans. If you're passionate about enhancing IT service delivery and driving process improvements, this long-term contract position is perfect for you.

Benefits

Full medical benefits

Vision insurance

Dental insurance

401(k) benefits

Qualifications

• 3+ years of experience as a Business Analyst in ITSM or IT Operations.
• Hands-on experience with ITSM tools in a business analysis capacity.

Responsibilities

• Collaborate with IT stakeholders to gather and document business requirements.
• Lead requirement elicitation sessions and translate business needs into specifications.

Skills

Business Analysis

IT Service Management (ITSM)

JIRA Service Management

ServiceNow

ITIL Principles

Workflow Automation

Process Mapping

Education

Bachelor's Degree in IT or related field

Tools

JIRA

ServiceNow

SQL

Data Visualization Tools

Job description

Get AI-powered advice on this job and more exclusive features.

• Fully remote in any time zone in the United States.
• W2 contract, starting duration will be 10 months but projected to extend to be a long-term contract.
• Full medical, vision, dental, and 401k benefits offered.

Must-Have Experience & Qualifications:

• 3+ years of experience as a Business Analyst, in ITSM or IT Operations.
• Hands-on experience with JIRA Service Management, ServiceNow, or other ITSM tools in a business analysis or process improvement capacity.
• Strong knowledge of ITIL principles and IT service delivery frameworks.
• Proven ability to define business requirements and translate them into IT system functionalities.
• Experience with workflow automation, dashboard/report building, and process mapping in ITSM tools.

Nice-to-Have Experience & Qualifications:

• ITIL v3/v4 Certification.
• JIRA Administration experience or certifications.
• Experience with API integrations and automation in ITSM tools.
• Knowledge of SQL, data visualization tools, or reporting solutions.
• Familiarity with Agile and Scrum methodologies

Key Responsibilities:

We are seeking a detail-oriented and analytical Business Analyst (BA) with expertise in IT Service Management (ITSM) and experience in JIRA or other ITSM tools. The ideal candidate will work closely with IT teams, service owners, and stakeholders to define, document, and optimize IT service processes while ensuring that business requirements are translated effectively into ITSM tool configurations and workflows.

• Collaborate with IT stakeholders, service managers, and end-users to gather, analyze, and document business and technical requirements for ITSM processes and tools.
• Lead requirement elicitation sessions and translate business needs into functional and technical specifications.
• Work closely with IT teams to design and implement JIRA or other ITSM tool enhancements, including workflow automation, integrations, and reporting capabilities.
• Develop and maintain documentation, including business process flows, system configurations, use cases, and test cases.
• Conduct gap analyses to identify areas for improvement in IT service delivery and support processes.
• Support ITSM tool implementations, upgrades, and optimizations, ensuring alignment with ITIL best practices and business objectives.
• Coordinate user acceptance testing (UAT), training, and post-implementation support to ensure smooth adoption of ITSM solutions.
• Identify and implement process improvements that enhance IT service efficiency, reporting accuracy, and automation.
• Assist in the governance and compliance of ITSM standards, policies, and procedures.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology and Analyst

• Industries

  Computer Games

Referrals increase your chances of interviewing at Insight Global by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Business Analyst jobs in United States.

South Carolina, United States 2 weeks ago

United States $120,000.00-$150,000.00 1 week ago

United States $100,000.00-$120,000.00 2 weeks ago

New York, NY $90,000.00-$120,000.00 3 months ago

San Francisco, CA $55.50-$55.50 2 weeks ago

United States $90,000.00-$110,000.00 4 days ago

Entry Level Business Analyst / Product Owner

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.