Business Analyst - ITSM

We are seeking an experienced Business Analyst specializing in IT Service Management (ITSM). The ideal candidate will have a strong foundational knowledge of ITIL v3 or ITIL 4 frameworks and at least 10 years of experience in Business Analysis within ITSM roles.

Location: Dubai, Dubai, United Arab Emirates
Work Conditions: Hybrid, Full-time

Key Responsibilities:

• Gather requirements by translating business needs into actionable technical requirements and user stories for ITSM platforms (e.g., ServiceNow or Jira Service Management).
• Manage the Incident Lifecycle Management and Problem Management processes, ensuring effective resolution and communication.
• Handle project planning, risk and issue management while maintaining strong governance and stakeholder management.

Requirements:

• Proficient in the implementation of enterprise-grade ITSM platforms and reporting tools, such as Jira or ServiceNow.
• Exceptional skills in stakeholder management, conflict resolution, and both written and verbal communication under pressure.

Language Requirements:

• Not specified.