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ITSM Business Analyst (Contract)

Digital Campus - Technical Support | Chennai, Tamil Nadu, India | Contract

Job Description

Being the global leader in international education services, for more than 50 years IDP has been the pioneer in this sector, specializing in combining human expertise with leading technology to help people reach their global ambitions. Operating in more than 50 countries around the world, IDP values and celebrates diversity, fostering a safe and inclusive workplace.

IDP Education Ltd is the proud co-owner of IELTS (International English Language Testing System), the world’s most popular high stakes English language proficiency test.  

To learn more about us and our various service lines, please visit

If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture, then come and join us as we undergo our digital revolution. 


A business analyst with strong background on IT Service Management process (such as Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and Knowledge Management) with experience in working with industry standard techniques and frameworks such ITIL. This position works with the ServiceNow Technical Product Managers, Senior ServiceNow Developers and development teams to ensure the solutions are technically feasible, identifies areas to reduce implementation efforts, defines detailed stories with acceptance criteria, and works within the context of the Agile/Scrum development framework.

Key Responsibilities:

The BA will work with internal customers, members of the ServiceNow team and external implementation partners to define, test, document, and rollout new modules and enhancements to achieve the organizations ITSM roadmap. This position is also responsible for authoring content and peer-reviewing a wide array of documents, including functional, technical, and training.


Essential requirements (skills, knowledge experience & qualification):

  • Should have knowledge and experience working with agile and scrum projects. Penchant for delivering great customer experiences by aligning people, process, and technology. Experience working with new programs.
  • · Determine and define business needs and global requirements to develop and continue the growth of the ServiceNow environment.
  • Responsible to collect, clarify, analyse, and translate business requirements into documentation and conceptual design from which ServiceNow solutions are developed.
  • Work closely with business owners and process owners to elicit and agree requirements for request workflows and IT services. Understand the system and cultural landscape.
  • Analyzing and consolidate requirements from multiple regions/ sources and prepare detailed requirements.
  • · Support creation of use cases, process diagrams, and requirements documentation using stories and scrum tasks in JIRA.
  • · Experienced in making as-is business process and to-be business processes.
  • Understand the customer landscape and ensure created user stories meet the criteria required for successful product adoption!
  • · Advice on options, risk, and impact to the business process upon adoption. List out risk and constraints.
  • Support on documentation through the application development lifecycle.
  • · Support User Acceptance Testing to ensure the business and design requirements are met.
  • Knowledge of change management process
  • Facilitate creation of ITSM reference guide, training materials for resolver groups and end users


IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business. We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.