Business Analyst

Milestone Technologies, Inc. is seeking a Senior Business Analyst with a strong background in business analysis, project management, and OCM/change management. The ideal candidate will serve as a critical liaison between client stakeholders and development teams, ensuring successful delivery of automated ITSM solutions along with organizational change management.

Responsibilities:

• Coordinate and facilitate communication between client stakeholders and solution development teams, including geographically distributed groups both onshore and offshore
• Analyze client ITSM and CMDB challenges to help refine and optimize proposed automated solutions
• Develop persona-based organizational change management (OCM) artifacts such as communications, training materials, and job aids
• Conduct training sessions for end-users, service desk agents, and resolver groups to ensure smooth adoption of new technologies and processes

Requirements:

• 8+ years of experience as a Business Analyst
• Proven Project Management experience
• Recent Change Management/OCM Experience
• ITSM/IT Service Management experience
• Hands-on experience with technology and process implementation or migration initiatives
• Excellent written and verbal communications skills
• Minimum of 8 years overall experience in business analysis
• Proven past experience in project management
• Expertise in change management, organizational change, and stakeholder management
• Knowledge of ITSM processes and technologies
• Experience with ServiceNow platform
• Familiarity with Salesforce
• Knowledge or experience in AI automated solutioning