Business Analyst - ITSM
VirtusaJobsCloseBy Editorial Insights
Virtusa is hiring a Senior Business Analyst ITSM for a full-time onsite role in Dubai. The ideal candidate has 10+ years in ITSM focused business analysis, strong ITIL v3 or ITIL 4 foundations, and hands-on experience implementing enterprise ITSM platforms such as ServiceNow or Jira Service Management. You will translate business needs into actionable technical requirements and user stories, own the incident lifecycle and problem management, contribute to project planning and risk and issue governance, and excel in stakeholder management under pressure. To apply, tailor your resume to highlight long form ITSM initiatives, quantify results, and provide concrete examples of requirements and user stories along with governance and reporting deliverables; emphasize ITIL expertise, tool proficiency, and governance. Include CREQ258482 and note onsite Dubai; be ready for client-facing discussions and governance demos.
Description
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