ITSM Solution Analyst – Implementation Projects

2 days ago

Chennai, Tamil Nadu, India Hectae Analytics and Software Solutions Full time ₹ 6,00,000 - ₹ 12,00,000 per year

About Us

  • At
    Hectae Analytics
    , we specialize in delivering technology-driven business solutions through product implementations and custom integrations of
    Freshworks
    products. 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 owners
    to gather, analyze, and document business and functional requirements related to IT Service Management processes (e.g., Incident, Problem, Change, Service Request, Asset Management).
  • Conduct
    discovery sessions, requirement workshops, and gap analyses
    to ensure alignment between business needs and ITSM product capabilities.
  • Prepare
    functional and technical requirement documents
    and ensure traceability throughout the project lifecycle.
  • Translate business challenges into
    practical and scalable ITSM solutions
    , following industry best practices and ITIL principles.
  • Assess solution feasibility, participate in
    technical design discussions
    , and ensure proposed designs are scalable, maintainable, and aligned with business objectives.
  • Collaborate with
    technical teams
    to validate the accuracy and completeness of proposed solutions.
  • Act as the
    primary liaison
    between business stakeholders and internal teams, ensuring clarity, transparency, and alignment.
  • Apply
    strong logical questioning and analytical thinking
    to challenge assumptions and uncover hidden requirements or inefficiencies.
  • Identify opportunities for
    process automation, workflow optimization
    , and continuous improvement across IT service operations.
  • Proactively identify potential risks or process challenges and propose actionable
    mitigation strategies
    .
  • Create and manage
    Power BI dashboards
    to deliver actionable insights, performance metrics, and trend analyses to the management team.

Qualifications & Skills

  • 5+ years of experience
    as an ITSM Solution Analyst or Implementation Consultant for ITSM tools.
  • Proven experience in
    requirement gathering, solution mapping
    , and
    functional documentation
    .
  • Strong understanding of
    implementation lifecycles
    and
    ITSM process design
    .
  • Excellent knowledge of
    business process design, workflow automation
    , and
    change management
    .
  • Strong
    communication, logical thinking, questioning
    , and
    analytical skills
    — with the ability to ask the right questions and challenge assumptions constructively.
  • Hands-on experience with tools such as
    Jira, Confluence, Lucidchart, Figma
    , or
    Miro
    .
  • Ability to
    work collaboratively
    with technical and non-technical teams in a
    fast-paced environment
    .

Preferred / Good-to-Have Skills

  • Experience implementing or supporting ITSM platforms such as
    Freshworks, Zoho, Salesforce, or ServiceNow
    .
  • Familiarity with
    ITIL
    or broader
    ITSM frameworks
    .
  • ITIL v4 Foundation certification
    .
  • Experience in
    ITSM tool implementation, migration, or integration projects
    .
  • Knowledge of
    Agile methodologies
    and related tools (e.g., Jira, Confluence).
  • Basic understanding of
    REST APIs
    and
    data integration concepts
    .

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