Manager, Request Operations Business Analyst

About the role

The primary focus of this role is the management & delivery of Request Management Operations. This position is responsible for leading and coordinating complex initiatives spanning Request Management, reporting to the Director, ITSM. Serve as the integration point across Product, Platform, Risk, Learning, and technical teams—driving alignment, clarifying scope, and unblocking delivery without reliance on constant escalation.

Responsibilities

• Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and lifecycle of catalog content.
• Lead and Manage end to end lifecycle of Request Integration related Initiatives.
• Manage intake for new catalog items and changes to catalog.
• Categorize & Prioritize new items and changes.
• Coordinate the definition and documentation of business requirements for new catalog items and processes.
• Conduct consultations with current and potential catalog owners.
• Apply and enforce BMS best practices for configuration of request processes and catalog forms.
• Responsible for assuring content of request catalog is current, sufficient quality and aligned with Request management Strategy and BMS business needs.
• Offer technical design and solution to stakeholders.
• Configure catalog items using item builder on ServiceNow platform.
• Perform or Coordinate User Acceptance Testing for new catalog items and changes.
• Coordinate UAT and resolution of defects or incidents related to Request Management.
• Perform User acceptance testing for annual ServiceNow upgrades, monthly minor releases and enhancements.
• Monitor process performance and identify issues or opportunities for process improvement.

Qualifications & Experience

• 5-6 years work experience in IT Operations.
• BA/BS degree in Computer Science preferred.
• ServiceNow certifications are a plus.
• ITIL v3/v4 Foundation certification required; Project management and process improvement skills a plus.
• Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience.
• Excellent interpersonal and communication skills; ability to form strong relationships within a matrix organization.
• Must be detail oriented, analytical, and demonstrate ability to work in ambiguous environment.
• Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
• Evaluates complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies and guides others when enough analysis has been completed in giving recommendations/solutions.
• Uses calculated risks to evaluate innovative solutions.