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Position Name: ITSM Analyst
We at Verdantas, looking for a skilled
ITSM Analyst to join our growing IT team. This role plays a key part in analyzing, enhancing, and continuously improving IT service management processes across the organization.
Requirements Gathering & ITSM Process Analysis
- Engage with IT stakeholders to understand current Incident, Problem, Change, Request, and Knowledge processes.
- Capture business needs and translate them into clear ITSM focused requirements and user stories.
- Identify gaps in existing ITSM workflows and recommend improvements aligned with ServiceNow best practices.
ITSM Process Documentation
- Create detailed process maps for ITSM modules such as Incident, Change, Problem, and Service Catalog.
- Document functional requirements, acceptance criteria, and configuration specifications for ITSM enhancements.
- Maintain updated documentation for workflows, SLAs, business rules, and service catalog items.
Collaboration With Developers & Platform Teams
- Work closely with ServiceNow developers to ensure ITSM requirements are accurately implemented.
- Participate in design sessions to validate that proposed solutions align with ITIL and organizational standards.
- Support configuration reviews for items like assignment rules, notifications, and catalog workflows.
Testing & Quality Assurance
- Develop test cases specifically for ITSM modules and validate new features or enhancements.
- Support UAT by coordinating with IT support teams and ensuring requirements are met.
- Log defects, track resolutions, and verify fixes in ITSM workflows.
Service Catalog & Request Fulfillment Support
- Assist in designing and refining service catalog items, request workflows, and fulfillment processes.
- Ensure catalog items meet usability, compliance, and automation standards.
- Work with fulfillment teams to streamline request routing and approvals.
Operational Support & Continuous Improvement
- Provide daytoday support for ITSM users, helping troubleshoot issues and escalating when needed.
- Monitor ITSM metrics (e.g., SLA breaches, backlog trends) and identify improvement opportunities.
- Assist in platform upgrades by validating ITSM functionality after patches or releases.
Stakeholder Communication
- Communicate ITSM project updates, risks, and timelines to stakeholders and project managers.
- Conduct training sessions or create user guides for new ITSM features or process changes.
- Facilitate alignment between IT operations, service desk teams, and development teams.
Location: Pune (Work from office) 
