ITSM Business Analyst

At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world’s largest publicly traded energy and chemical companies, we are powered by a unique and diverse workforce fueled by the pride in what we do and what we stand for.

The success of our Upstream, Product Solutions and Low Carbon Solutions businesses is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies.

We invite you to bring your ideas to ExxonMobil to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work together . ExxonMobil’s affiliates in India

ExxonMobil’s affiliates have offices in India in Bengaluru, Mumbai and the National Capital Region.    ExxonMobil’s affiliates in India supporting the Product Solutions business engage in the marketing, sales and distribution of performance as well as specialty products across chemicals and lubricants businesses. The India planning teams are also embedded with global business units for business planning and analytics.   ExxonMobil’s LNG affiliate in India supporting the upstream business provides consultant services for other ExxonMobil upstream affiliates and conducts LNG market-development activities. The Global Business Center - Technology Center provides a range of technical and business support services for ExxonMobil’s operations around the globe. ExxonMobil strives to make a positive contribution to the communities where we operate and its affiliates support a range of education, health and community-building programs in India. Read more about our Corporate Responsibility Framework. To know more about ExxonMobil in India, visit ExxonMobil India and the Energy Factor India . What role you will play in our team

The ITSM Business Analyst supports the design, governance, adoption, and continuous improvement of IT Service Management (ITSM) processes, including Incident, Change, Problem, and Request Management. Working closely with ITSM Process Owners, Product Managers, Product Owners, Service Delivery teams, and ServiceNow platform teams, the role ensures that ITSM processes are well-defined, effectively implemented, aligned with ITIL best practices, and continuously improved to meet business and operational objectives. The position serves as a subject matter expert on ITSM processes and acts as a liaison between process stakeholders and platform teams, translating business requirements into actionable process and tooling requirements. What you will do

Key Responsibilities ITSM Process Analysis & Governance

Support the governance and continuous improvement of ITSM processes, policies, standards, and procedures. Analyze and document current-state and future-state ITSM processes. Ensure alignment of processes with ITIL best practices and organizational standards. Identify process gaps, risks, and compliance issues and recommend corrective actions. Support process audits, governance reviews, and compliance assessments.

Process Improvement

Perform process analysis to identify opportunities for efficiency, standardization, automation, and service quality improvements. Drive continuous service improvement initiatives using operational data, stakeholder feedback, and industry best practices. Analyze trends and recurring issues to recommend process enhancements. Maintain process documentation, workflows, and operating procedures.

Requirements Management

Gather, analyze, document, and prioritize business and process requirements. Translate process requirements into functional requirements for ServiceNow and ITSM platform teams. Collaborate with Product Owners and technical teams to ensure process requirements are accurately implemented. Validate implemented