About the Role

Hadron GBS is seeking a motivated ITSM Business Analyst to join our team in Charlotte, NC. This role is ideal for professionals with 2–4 years of experience who are passionate about IT Service Management (ITSM), process improvement, and delivering value-driven solutions.

Key Responsibilities

• Act as a bridge between business stakeholders and technical teams for ITSM initiatives.
• Gather, analyze, and document business and functional requirements for ITSM processes and tools.
• Collaborate with ServiceNow and ITSM implementation teams to translate requirements into effective solutions.
• Conduct workshops, interviews, and gap analysis to understand current processes and recommend improvements.
• Support the design, development, and testing of ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.).
• Assist in creating user stories, process flows, and acceptance criteria.
• Facilitate UAT (User Acceptance Testing) and ensure successful adoption of ITSM solutions.
• Provide training, documentation, and support to end-users and stakeholders.

Required Qualifications

• 2–4 years of experience as a Business Analyst within ITSM/ITIL environments.
• Strong understanding of ITIL framework and ITSM best practices.
• Proven experience in requirements gathering, stakeholder management, and business process mapping.
• Exposure to ITSM tools (preferably ServiceNow, BMC Remedy, or similar platforms).
• Excellent analytical, problem-solving, and communication skills.
• Ability to work collaboratively in a team-oriented, agile environment.
• Must be a US Citizen or Green Card holder.

Preferred Skills

• Knowledge of ServiceNow platform modules.
• Experience with Agile methodologies and tools (e.g., Jira, Confluence).
• Experience creating reports, dashboards, and metrics within ITSM tools.

Disclaimer:

Please Note: Fraudulent job postings/job scams are increasingly common. Beware of misleading advertisements and fraudulent communication issuing ‘offer letters’ on behalf of Hadron GBS in exchange for a fee. Please look for an authentic Hadron GBS email ID – [email protected].

Stay vigilant. Protect yourself from recruitment fraud!

To know more, please visit: https://www.hadrongbs.com/career/