ITSM Analyst

Join us to work on exciting BP Mobile projects. BP Mobile is an industry-leading company that develops and publishes mobile-first products using cutting-edge innovations. Its top apps include iScanner, Second Phone Number, and Smart Cleaner. The products constantly hit the charts and push their categories forward. Since the company’s founding, it has grown to 300+ colleagues spread across the globe with a user base of over 500 million people, and continues to grow rapidly as a team. BP Mobile values professionals who share a belief in technology and its ability to empower people!

To advance our IT service management, we're looking for an ITSM Analyst passionate about process excellence and efficiency, someone who is ready to analyze, design, and optimize IT and non-IT processes to build robust and scalable service management practices.

What you will do:

• Analyze, design, document, and optimize IT and related processes following ITSM practices (ITIL, etc.)
• Prepare requirements for process automation in IT systems
• Support and maintain the ITSM system: review change requests, configure the system, and keep documentation up to date
• Define requirements and assist with system integrations
• Collaborate with internal stakeholders to gather and formalize requirements, create diagrams, and prepare technical documentation
• Monitor and evaluate process efficiency

What you should have:

• Minimum 3 years of experience in business/system analysis or process analysis
• Experience analyzing and documenting business processes (e.g., using BPMN)
• Strong analytical and information structuring skills
• Understanding and practical application of key ITIL practices and their interconnections
• Knowledge of automated ITSM systems and their principles
• Experience configuring low-code platforms (Naumen Service Desk, Jira, ServiceNow, etc.)
• Experience writing business and functional requirements and technical specifications
• Excellent communication skills and ability to gather requirements from various stakeholders
• Proficiency in JIRA and Confluence
• English B1

Will be a plus:

• Experience defining requirements for system integrations using REST API, Webhooks, etc.
• SQL knowledge
• Familiarity with scripting/programming languages (e.g., Groovy, JavaScript, Python) sufficient to configure automation and extend ITSM system functionality

What we offer:

• A friendly and supportive team of professionals
• An opportunity to work remotely
• Medical insurance (including dental)
• English courses
• Sports reimbursement program
• Compensation for psychological counseling
• Reimbursement of professional courses and training
• A variety of corporate events and team-building activities
• Paid vacations, sick days, and other benefits

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