Required Skills: Acts as a bridge between business needs and design solutions, combining traditional business analysis skills with service design methodologies. The role focuses on optimizing end-to-end customer and employee experiences to achieve business goals and drive innovation. Service Integration and Management Model (SIAM) Experience with SIAM in complex service ecosystems to achieve improved efficiency, accountability, and service quality, by ensuring a holistic approach to service delivery and integration Experience with ITSM and ITIL processes and tools Experience with ITSM and ITIL processes and best practices, and experience with ServiceNow ITSM Data analysis Expertise in analyzing data to identify trends and validate design decisions Process modeling Proficient in using tools like Visio to model and optimize business processes Experience with design frameworks Knowledge of methodologies like Agile, Scrum, and Kanban, as well as design thinking principles Familiarity with design tools Experience with prototyping, wireframing, and requirements management tools (e.g., Jira, Miro)