Business Analyst (ITSM)

Business Analyst 9 mo. contract Remote - US Required Skills & Experience ● 3+ years of experience as a Business Analyst, in ITSM or IT Operations. ● Hands-on experience with JIRA Service Management, ServiceNow, or other ITSM tools in a business analysis or process improvement capacity. ● Strong knowledge of ITIL principles and IT service delivery frameworks. ● Proven ability to define business requirements and translate them into IT system functionalities. ● Experience with workflow automation, dashboard/report building, and process mapping in ITSM tools. Nice to Have Skills & Experience ● ITIL v3/v4 Certification. ● JIRA Administration experience or certifications. ● Experience with API integrations and automation in ITSM tools. ● Knowledge of SQL, data visualization tools, or reporting solutions. ● Familiarity with Agile and Scrum methodologies Job Description We are seeking a detail-oriented and analytical Business Analyst (BA) with expertise in IT Service Management (ITSM) and experience in JIRA or other ITSM tools. The ideal candidate will work closely with IT teams, service owners, and stakeholders to define, document, and optimize IT service processes while ensuring that business requirements are translated effectively into ITSM tool configurations and workflows. Key Responsibilities: ● Collaborate with IT stakeholders, service managers, and end-users to gather, analyze, and document business and technical requirements for ITSM processes and tools. ● Lead requirement elicitation sessions and translate business needs into functional and technical specifications. ● Work closely with IT teams to design and implement JIRA or other ITSM tool enhancements, including workflow automation, integrations, and reporting capabilities. ● Develop and maintain documentation, including business process flows, system configurations, use cases, and test cases. ● Conduct gap analyses to identify areas for improvement in IT service delivery and support processes. ● Support ITSM tool implementations, upgrades, and optimizations, ensuring alignment with ITIL best practices and business objectives. ● Coordinate user acceptance testing (UAT), training, and post-implementation support to ensure smooth adoption of ITSM solutions. ● Identify and implement process improvements that enhance IT service efficiency, reporting accuracy, and automation. ● Assist in the governance and compliance of ITSM standards, policies, and procedures. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.