Manager, Request Operations Business Analyst

Role responsibilities

Manage the day-to-day operations and end-to-end lifecycle of the ServiceNow Request Catalog, including intake, prioritization, and configuration. Coordinate business requirements and conduct User Acceptance Testing to ensure catalog items align with business needs and strategy.

Requirements

Requires 5-6 years of experience in IT Operations and a mandatory ITIL v3/v4 Foundation certification. A bachelor's degree in Computer Science is preferred, along with proficiency in ServiceNow and strong analytical skills.

Key skills

ServiceNow, ITSM, Business Analysis, Request Management, ITIL, User Acceptance Testing, Project Management, Process Improvement, Stakeholder Management, Requirement Documentation, Technical Design, Catalog Configuration, Analytical Thinking, Interpersonal Communication, Leadership, IT Operations

Keywords

ServiceNow, ITSM, ITIL v3/v4, Request Management, Request Catalog, User Acceptance Testing, UAT, Business Requirements, IT Operations, Item Builder, Process Improvement, Pharmaceutical Manufacturing, Healthcare Technology, Matrix Organization, Technical Design, Lifecycle Management, Service Management Principles