Business Analyst - IT Service Management (ITSM)

Responsibilities

• Analyze business requirements and process workflows related to IT service management practices across all IT functions.
• Drive process optimization and standardization for existing and new ITSM workflows.
• Conduct requirement gathering sessions with technical, business, and management stakeholders.
• Translate stakeholder needs into clear functional requirements, user stories, and acceptance criteria for ServiceNow solutions.
• Partner with ServiceNow developers and administrators to convert requirements into technical build specifications, workflow logic, and integrations.
• Prepare documentation including URS, FS, System Change documents, workflow diagrams, and technical requirements.
• Perform data analysis and consolidation using Microsoft Excel.
• Coordinate and perform User Acceptance Testing (UAT) and deliver training to end-users.

Requirements

• College degree.
• 5+ years of experience in IT Operations or IT Service Management (ITSM) disciplines.
• 5+ years of experience working on the ServiceNow platform.
• ITIL v4 certification.
• Strong data analysis skills and proficiency in Microsoft Excel.
• Excellent written and verbal communication skills.
• Ability to work across different geographies and time zones.

Preferred Qualifications

• ServiceNow Certified Administrator certification.
• Strong understanding of ITIL v4 and complex IT service management workflows.
• Advanced analytical and problem-solving capabilities.

About the Company

EVERSANA is a global life sciences commercialization services company. With a team of over 7,000 employees, we serve more than 650 clients, ranging from biotech start-ups to established pharmaceutical companies. We are dedicated to creating a healthier world by bringing innovative therapies to market and supporting the patients who depend on them.