Associate ITSM Analyst (Service Request and Catalog Management)

Job Description: Associate ITSM Analyst (Service Request and Catalog Management)

Requirement and Qualification (Education & Work Experience) Education and Work Experience

• Bachelor’s degree in IT, Engineering, Business Management, or a related field.
• Minimum of 8 years of experience in IT Service Management, with a strong focus on Service Request Fulfillment, Service Catalog Management, and IT Asset Management.

Technical Knowledge

• Proficient in ITSM platforms including ServiceNow, Salesforce, Remedy, and Jira.
• Demonstrated expertise in managing Service Catalogs, particularly within ServiceNow.

Soft Skills

• Strong communication and presentation abilities, capable of conveying complex information to diverse audiences.
• Excellent stakeholder management skills, fostering collaboration across cross-functional teams.
• Proven track record of driving process innovation and continuous improvement.
• Highly organized with strong prioritization skills, ensuring timely and high-quality delivery under pressure.
• Strategic thinker with the ability to anticipate and plan for future end-user IT needs.
• Team-oriented with a proactive and collaborative approach to problem-solving.

Tools/Software

• Extensive experience with ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira. Certification (if applicable)
• ITIL Foundation Certification is highly preferred.