ITSM Solution Analyst – Implementation Projects

3 days ago

New Delhi, India Hectae Analytics and Software Solutions Full time

About Us AtHectae Analytics , we specialize in delivering technology-driven business solutions through product implementations and custom integrations ofFreshworksproducts. Our team partners with clients to understand their business needs and design solutions that optimize operations, enhance customer experience, and drive measurable outcomes. We’re seeking an ITSM Solution Analyst to bridge business needs and technology. This role goes beyond traditional Business Analysis, requiring strong solutioning skills to translate challenges into effective ITSM solutions. The ideal candidate combines strong logical questioning and analytical thinking, ITSM expertise, and excellent communication skills.Key Responsibilities Work closely with business ownersto gather, analyze, and document business and functional requirements related to IT Service Management processes (e.g., Incident, Problem, Change, Service Request, Asset Management). Conductdiscovery sessions, requirement workshops, and gap analysesto ensure alignment between business needs and ITSM product capabilities. Preparefunctional and technical requirement documentsand ensure traceability throughout the project lifecycle. Translate business challenges intopractical and scalable ITSM solutions , following industry best practices and ITIL principles. Assess solution feasibility, participate intechnical design discussions , and ensure proposed designs are scalable, maintainable, and aligned with business objectives. Collaborate withtechnical teamsto validate the accuracy and completeness of proposed solutions. Act as theprimary liaisonbetween business stakeholders and internal teams, ensuring clarity, transparency, and alignment. Applystrong logical questioning and analytical thinkingto challenge assumptions and uncover hidden requirements or inefficiencies. Identify opportunities forprocess automation, workflow optimization , and continuous improvement across IT service operations. Proactively identify potential risks or process challenges and propose actionablemitigation strategies . Create and managePower BI dashboardsto deliver actionable insights, performance metrics, and trend analyses to the management team.Qualifications & Skills 5+ years of experienceas an ITSM Solution Analyst or Implementation Consultant for ITSM tools. Proven experience inrequirement gathering, solution mapping , andfunctional documentation . Strong understanding ofimplementation lifecyclesandITSM process design . Excellent knowledge ofbusiness process design, workflow automation , andchange management . Strongcommunication, logical thinking, questioning , andanalytical skills— with the ability to ask the right questions and challenge assumptions constructively. Hands-on experience with tools such asJira, Confluence, Lucidchart, Figma , orMiro . Ability towork collaborativelywith technical and non-technical teams in afast-paced environment .Preferred / Good-to-Have Skills Experience implementing or supporting ITSM platforms such asFreshworks, Zoho, Salesforce, or ServiceNow . Familiarity withITILor broaderITSM frameworks . ITIL v4 Foundation certification . Experience inITSM tool implementation, migration, or integration projects . Knowledge ofAgile methodologiesand related tools (e.g., Jira, Confluence). Basic understanding ofREST APIsanddata integration concepts .

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