Role summary: Drive service design and operational readiness for new IT services, ensuring seamless onboarding into operations using ServiceNow and defined service management practices. Key responsibilities: Collaborate with project and operations teams to define end-to-end service operationalization Design and configure ServiceNow forms, workflows, and service request structures Define and implement ticket management processes (incident, request, escalation) Establish clear RACI across teams for service ownership, support, and governance Create high-level SOPs and process documentation for service operations Ensure alignment with service management standards (ITIL) and operational best practices Requirements Mandatory skills: Strong experience as a Business Analyst in IT service management / Service Design Hands-on experience with ServiceNow (forms, workflows, ticketing) Good understanding of ITIL processes (incident, request, change management) Experience in service onboarding and operational readiness planning Ability to define RACI, SOPs, and service processes Strong stakeholder coordination across project and operations teams Preferred skills: Experience in designing services in cloud/OT environments (e.g., Identity, Infrastructure services) Knowledge of ServiceNow configurations and workflows Strong documentation and process modeling skills
