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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own and maintain the baseline across ITMS, tools, operational processes, inventories, dependencies, and ownership.
- Document current and target state for – tooling landscape and integrations business processes across provisioning, support, change, and operations dependency maps across platforms, teams, vendors, and systems SOPs, runbooks, and rollback procedures.
- Identify process gaps, duplication, manual workarounds, and tooling rationalization opportunities.
- Support lifecycle management across tools and platforms, including onboarding, change, refresh, end of support, and retirement planning.
- Maintain RAID log, decision log, action tracker, and requirements traceability.
- Produce concise executive dashboards on progress, blockers, risks, and next steps.
- Structure operational cost drivers such as tooling, support effort, vendor dependencies, and manual activities into analysis-ready formats.
Requirements
What you’ll need- 5+ years as a Technical Solution Analyst, Business Process Analyst, or similar in IT, telecom, or managed services.
- Strong experience documenting business processes, tools, workflows, and dependencies.
- Strong skills in Visio, Excel, PowerBI, and PowerPoint.
- Able to turn messy operational input into clear, structured artifacts quickly.
- Good understanding of IT operations and service management practices, including change, incident, request, and configuration management.
- Nice to have Experience in ITSM transformation, tooling consolidation, or operating model redesign.
- Familiarity with Jira Service Management, BMC, or similar platforms.
- Experience with lifecycle and end-of-support tracking.
- Exposure to compliance, audit, and control documentation
Benefits
Comp & perks- Culture of relentless performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive pay and benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- ForeverRemote work culture : make the most of the flexibility that comes with remote work.
- Growth mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.
- Global impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming multicultural environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social sustainability values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business process documentationtooling landscape integrationoperational processeslifecycle managementRAID log maintenancerequirements traceabilityoperational cost analysisIT operations managementservice management practicesITSM transformation
Soft Skills
analytical skillsproblem-solvingcommunicationorganizational skillsattention to detailexecutive reportingprocess improvementcollaborationadaptabilitytime management