Experience 10 years in Business Analysis - IT Service Management roles.
Frameworks Strong foundational knowledge of ITIL v3 or ITIL 4 frameworks. Experience in Implementation of ITSM, ITIL frameworks
Tools Proficiency or Experience in Implementation with enterprise-grade ITSM platforms and reporting tools - Jira or ServiceNow or equivalent ITMS tools
Soft Skills Exceptional stakeholder management, conflict resolution, and written/verbal communication skills under pressure
Requirement Gathering Translate business needs into actionable technical requirements and user stories for ITSM platforms (e.g., ServiceNow or Jira Service Management).
Deep understanding of the Incident Lifecycle Management, Problem Management
Project planning
Risk and Issue Management
Stakeholder management and Governance
Virtusa is a global product and platform engineering services company that makes experiences better with technology. We help organizations grow faster, more profitably, and more sustainably by reimagining enterprises through domain-driven solutions. We combine strategy, design, and engineering, backed by unmatched expertise at the intersection of industry, business, and technology to generate real-world business impact for clients.
Headquartered in Massachusetts with global delivery centers, Virtusa provides a broad range of services, solutions, and assets, including strategy and design, AI advisory and services, digital engineering, data and analytics, digital assurance, cloud and security, cx transformation and managed services across industries such as financial services, healthcare, communications, media, entertainment, travel, manufacturing, and technology.
