Information technology service management analyst

Job description

Job Description:
Role : Lead Functional Analyst- ITSM
Mandatory skills : ITSM, ITAM, Service Now, Service Request Management, ITIL
Experience : 8-12 years
Location : Bangalore
Role Description:
We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM
Applications & Processes team.

This is an exciting opportunity to drive continuous
improvement within our framework, significantly impacting our operational efficiency
and user satisfaction.
About the Role
As the Lead Functional Analyst, you will be a key player in defining, maintaining, and
enhancing our processes.

You will collaborate extensively with several stakeholders and
various divisions, ensuring process harmonization and alignment across the enterprise.
A significant focus of this role is to prepare for the future by exploring and implementing
cutting-edge solutions, particularly around Generative AI, within our Service Now
environment to further optimize our process.
Key Responsibilities
Process Ownership & Optimization
● Define the vision, strategy, and roadmap for the ITSM process in line with
PSL/Product priorities.

Request management will be a primary focus process to
start with.
● Enforce policies, procedures, and standards to ensure consistent execution.
● Act as the primary point of contact and ultimate authority for all aspects of the
request management process.
● Drive process governance at Airbus Group level and worldwide (including
alignment with AH, ADS and roofs)
● Serve as the primary owner and subject matter expert for the end-to-end Request
Management process, ensuring its alignment with business objectives and ITIL
best practices.
● Continuously analyze, evaluate, and identify opportunities for improvement within
the E2 E process lifecycle, focusing on efficiency, effectiveness, and user
experience.
● Design, develop, and implement process enhancements and new workflows,
ensuring seamless integration with existing IT service management processes.
● Drive efforts to reduce the overall fulfillment time and ensure requests created
are fulfilled through automated or self-service which helps in achieving proactive
process optimization.
● Ensure process documentation (e.g., policies, procedures, manuals) is current,
accurate, and readily accessible.
● Maintain the end-to-end workflow, from submission to fulfillment.
● Continuously review the process for inefficiencies, bottlenecks, and areas for
improvement, implementing changes to enhance user experience and
operational efficiency.
● Oversee the development, management, and maintenance of the Service Catalog,
ensuring it is user-friendly, accurate, and comprehensive.
● Collaborate with service owners and PSLs/domains to define and onboard new
request able services into the catalog.
Cross-Functional Collaboration & Harmonization
● Act as a central point of contact for Request management process queries and
escalations across the organization.
● Champion process harmonization initiatives, ensuring consistent application of
request management principles and practices across different organizational
silos.
● Build strong, collaborative relationships with cross-functional teams to ensure
effective communication and mutual understanding regarding request
processes.
Feature Implementation & Enhancement
● Lead the entire lifecycle of new feature implementation within the request
process, from requirements gathering and design to testing, deployment, and
post-implementation review.
● Work closely with Service Now administrators and developers to translate
process requirements into technical solutions within the platform.
Transversal Topics : Generative AI (Gen AI) Integration & Innovation
● Research emerging Gen AI capabilities and trends, specifically focusing on their
applicability within the enterprise ITSM tool (Service Now).
● Propose and champion innovative Gen AI-driven solutions to enhance the
Request management process.
● Collaborate with innovation and development teams to prototype, test, and
implement Gen AI solutions so as to enhance process efficiency.
Tool Expertise
● Possess a general functional understanding of Service Now's Request
Management module and related ITSM, ITAM applications.
● Work directly within Service Now to configure workflows, rules, and forms to
support process requirements.
● Stay current with new Service Now features and releases, assessing their
potential impact and benefits for request management.
We are looking for candidates with the following skills and experience:
● Educated 4-year degree level (or equivalent) in Information Technology
● 5+ years’ experience in this role or equivalent
● Scrum / Safe methodology
● Strong work ethic, initiative, and attention to detail
● Is able to make his ideas heard.

Take risks based decisions.
● Is able to Influence and impact - ability to identify key stakeholders to engage,
challenge them and get their buy in.
● Is keen to be developed and develop others.
● Embrace diversity and background of thought, and use the collective intelligence
● General knowledge of Service Now and its foundations
● Manage IT/Business Change & Customers Expectations & Needs
● Ability to work and communicate in a multicultural environment, spanning across
different cultures.
● Risk based approach, creative and Innovative thinking
● Strong & Excellent communication skills with the ability to synthesize complex
information and present them to different stakeholders.
● Leadership, Team Player and collaborative mind-set
● Ability to get involved in various initiatives related to processes and willing to
support organizational needs that span beyond the day-to-day activities.
● Good knowledge and experience on Service Now technology
● Follow Hybrid Wo W efficiently
Measures of success and outputs
The role will be measured by the following business measures:
● Analyze and understand business technical & functional requirements
description of matching products and technologies
● Conduct in-depth discovery meetings, targeted at understanding,
capturing and identifying the complex business requirements and
operational objectives of the customer, with our recommendations on
automation/Best practices & best solutions adapted to their needs
● Develop a solid understanding of the customer's existing business and
business processes ideally end-to-end, the key drivers and measures
of success for the
● Identify areas for improvement in business processes providing
possible IT solutions compliant with our global strategy
● Supports the different IT ESM Product Manager in the Product/Service
Planning based on the customer requirements
● Define & develop the required specification documents to be reviewed
with stakeholders and Product team members
● Serve as liaison between Product Management teams and technical
resources during product
● Follow the development and implement to ensure integrity of the
solution delivered with Product’s team support.
● Continuously look for opportunities to increase/optimize efficiency of
operations.

Required Skill Profession

Other General