Information Technology Service Management Analyst

Job Description: Role : Lead Functional Analyst- ITSM Mandatory skills : ITSM, ITAM, ServiceNow, 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 ServiceNow 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 E2E 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 ServiceNow administrators and developers to translate process requirements into technical solutions within the platform. Transversal Topics : Generative AI (GenAI) Integration & Innovation ● Research emerging GenAI capabilities and trends, specifically focusing on their applicability within the enterprise ITSM tool (ServiceNow). ● Propose and champion innovative GenAI-driven solutions to enhance the Request management process. ● Collaborate with innovation and development teams to prototype, test, and implement GenAI solutions so as to enhance process efficiency. Tool Expertise ● Possess a general functional understanding of ServiceNow's Request Management module and related ITSM,ITAM applications. ● Work directly within ServiceNow to configure workflows, rules, and forms to support process requirements. ● Stay current with new ServiceNow 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 inthis 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 ServiceNow 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 WoW 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.