Experience: 10 years in Business Analysis - IT Service Management roles.

Strong foundational knowledge of ITIL v3 or ITIL 4 frameworks. Experience in Implementation of ITSM, ITIL frameworks.

Proficiency or Experience in Implementation with enterprise-grade ITSM platforms and reporting tools - Jira or ServiceNow or equivalent ITMS tools.

Exceptional stakeholder management, conflict resolution, and written/verbal communication skills under pressure.

Translate business needs into actionable technical requirements and user stories for ITSM platforms (e.g., ServiceNow or Jira Service Management).

• Deep understanding of Incident Lifecycle Management, Problem Management.
• Project planning.
• Risk and Issue Management.
• Stakeholder management and Governance.