Senior Business Analyst (ITSM)

Milestone Technologies, Inc. is seeking a Senior Business Analyst with experience in IT Service Management (ITSM) to support the migration from ServiceNow to a Salesforce-based ITSM platform. The role involves partnering with stakeholders, gathering requirements, and managing interactions with development teams while ensuring successful delivery of automated ITSM solutions and 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:

• 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
• Hands-on experience with technology and process implementation or migration initiatives
• Experience with ServiceNow platform
• Familiarity with Salesforce
• Knowledge or experience in AI automated solutioning