Itsm Solution Analyst - Implementation Projects

About Us At Hectae Analytics , we specialize in delivering technology-driven business solutions through product implementations and custom integrations of Freshworks products. Our team partners with clients to understand their business needs and design solutions that optimize operations, enhance customer experience, and drive measurable outcomes.

We’re seeking an ITSM Solution Analyst to bridge business needs and technology. This role goes beyond traditional Business Analysis, requiring strong solutioning skills to translate challenges into effective ITSM solutions. The ideal candidate combines strong logical questioning and analytical thinking, ITSM expertise, and excellent communication skills.

Key Responsibilities

Work closely with business owners to gather, analyze, and document business and functional requirements related to IT Service Management processes (e.G., Incident, Problem, Change, Service Request, Asset Management).

Conduct discovery sessions, requirement workshops, and gap analyses to ensure alignment between business needs and ITSM product capabilities.

Prepare functional and technical requirement documents and ensure traceability throughout the project lifecycle.

Translate business challenges into practical and scalable ITSM solutions , following industry best practices and ITIL principles.

Assess solution feasibility, participate in technical design discussions , and ensure proposed designs are scalable, maintainable, and aligned with business objectives.

Collaborate with technical teams to validate the accuracy and completeness of proposed solutions.

Act as the primary liaison between business stakeholders and internal teams, ensuring clarity, transparency, and alignment.

Apply strong logical questioning and analytical thinking to challenge assumptions and uncover hidden requirements or inefficiencies.

Identify opportunities for process automation, workflow optimization , and continuous improvement across IT service operations.

Proactively identify potential risks or process challenges and propose actionable mitigation strategies .

Create and manage Power BI dashboards to deliver actionable insights, performance metrics, and trend analyses to the management team.

Qualifications & Skills

5+ years of experience as an ITSM Solution Analyst or Implementation Consultant for ITSM tools.

Proven experience in requirement gathering, solution mapping , and functional documentation .

Strong understanding of implementation lifecycles and ITSM process design .

Excellent knowledge of business process design, workflow automation , and change management .

Strong communication, logical thinking, questioning , and analytical skills — with the ability to ask the right questions and challenge assumptions constructively.

Hands-on experience with tools such as Jira, Confluence, Lucidchart, Figma , or Miro .

Ability to work collaboratively with technical and non-technical teams in a fast-paced environment .

Preferred / Good-to-Have Skills

Experience implementing or supporting ITSM platforms such as Freshworks, Zoho, Salesforce, or ServiceNow .

Familiarity with ITIL or broader ITSM frameworks .

ITIL v4 Foundation certification .

Experience in ITSM tool implementation, migration, or integration projects .

Knowledge of Agile methodologies and related tools (e.G., Jira, Confluence).

Basic understanding of REST APIs and data integration concepts .