Technical Business Analyst

Technical Business Analyst-IT Service Management / Vendor Management Lead

Experience Required: 10 Years

Work Location: Mossville, IL

Work Mode: Onsite

Work Auth: All Visas accepted (No H1 and No Fake profiles)

Education: Bachelor's Degree

Certification: ITIL / ITSM Certification Required

Job Summary

We are seeking an experienced IT Service Management (ITSM) professional with strong expertise in ServiceNow, vendor/supplier management, service operations, KPI reporting, SLA management, SOP development, and IT service delivery.

The ideal candidate will have 10 years of experience managing IT services, service providers, operational processes, and business relationships while driving service quality, governance, compliance, and continuous improvement.

Required Skills

• 10 years of experience in IT Service Management, Service Operations, Vendor Management, or Supplier Management.

• Bachelor's degree in a relevant field.

• ITIL / ITSM certification is required or an equivalent recognized certification.

• Strong hands-on experience with ServiceNow.

• Experience creating and maintaining ServiceNow dashboards and reports.

• Experience with Power BI or similar reporting and visualization tools.

• Strong knowledge of ITIL and ITSM frameworks.

• Experience with service desk platforms such as ServiceNow and Jira.

• Strong understanding of Incident, Problem, and Change Management processes.

• Experience defining, monitoring, and managing Service Level Agreements (SLAs).

• Strong experience developing and monitoring KPIs and service-performance metrics.

• Ability to analyze KPI data and provide actionable recommendations to leadership.

• Experience designing, implementing, documenting, and evaluating Standard Operating Procedures (SOPs).

• Strong knowledge of IT infrastructure, support environments, and service operations.

• Experience managing relationships with vendors, suppliers, service providers, contractors, and consultants.

• Strong problem-solving, root-cause analysis, trend-analysis, and process-improvement capabilities.

• Strong customer service and stakeholder-management skills.

• Ability to work with technical teams, engineering teams, vendors, and business stakeholders.

Key Responsibilities

• Lead problem reviews, Root Cause Analysis (RCA), trend analysis, and service audits in collaboration with IT support teams and service partners.

• Proactively identify, investigate, and resolve service-related problems and escalate issues when required.

• Develop, monitor, and analyze KPIs, SLAs, and service-performance metrics.

• Prepare KPI reports and provide leadership with actionable insights and recommendations.

• Create and maintain ServiceNow dashboards for service-performance monitoring and reporting.

• Lead the onboarding of IT software and engineering applications.

• Coordinate application onboarding activities with EAM teams, software vendors, engineering teams, and business functions.

• Develop, document, and communicate application onboarding processes.

• Ensure onboarding processes comply with enterprise security, governance, controls, and operational standards.

• Design, implement, evaluate, and continuously improve SOPs and IT service-management processes.

• Manage relationships with external vendors, suppliers, service providers, contractors, and consultants.

• Work closely with engineering and business teams to understand requirements and ensure timely service delivery.

• Drive operational efficiency, accountability, service quality, and continuous improvement.

Required Soft Skills

• Strong go-getter attitude and ownership mentality.

• Results-driven with the ability to take initiatives through completion.

• Excellent attention to detail.

• Strong analytical and problem-solving skills.

• Strong communication and stakeholder-management abilities.

• Ability to work with urgency, accountability, and minimal supervision.

Salary : $40