IT Service and Business Analyst

1) Maintain and update IT service documentation, including the service catalog, process workflows, and other related documents.
2) Support the standardization of ITSM processes (Incident, Request, Change Management, etc.) by analyzing current practices and identifying areas for improvement.
3) Monitor and assess service performance by tracking SLAs and KPIs; maintain performance dashboards and periodic reports for ongoing visibility.
4) Identify service improvement opportunities through process analysis, performance insights, and user feedback.
5) Facilitate continuous improvement initiatives by coordinating with IT teams and relevant stakeholders.
6) Collaborate with IT and business units to review current systems and processes, recommend enhancements, and support service excellence efforts.
Requirements
1) Proficiency in English (intermediate or above), with strong written and verbal communication skills.
2) Strong understanding of the ITIL framework; hands-on experience with ITSM tools such as ManageEngine or ServiceNow is a plus.
3) Strong analytical and documentation skills, including experience in process mapping, SLA/KPI tracking, and Root Cause Analysis (RCA).
4) Proficiency in Microsoft Excel and familiarity with reporting and automation tools such as Power BI and Power Automate.
5) Strong communication and collaboration skills, with high emotional and social intelligence.
6) Excellent analytical thinking and problem-solving skills, with the ability to contribute to service improvement and cross-functional initiatives.
7) Basic project management skills, including planning, tracking, and coordinating initiatives.