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With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Role Summary
The ITSM Business Analyst plays a key role in shaping, documenting, and maturing the 
Atlassian-based IT Service Management environment, with a strong focus on Configuration 
Management and the CMDB (Jira Assets). The role bridges business needs with technical 
solutions, ensuring that ITSM processes, data models, and workflows are designed, validated, 
and continuously improved in alignment with best practices and enterprise requirements.
Key Responsibilities
Business Analysis & Requirements Management
• Determine and define business needs and global requirements to support the growth 
of the Atlassian ITSM environment, with primary focus on Configuration Management 
and CMDB.
• Define, document, and maintain both business and functional requirements for new 
and existing ITSM capabilities.
• Work closely with stakeholders and the Atlassian functional team to lead and drive 
requirements gathering, formulation, and translation into actionable user stories and 
tasks.
• Develop use cases, process diagrams, requirements documentation, and story-level 
specifications within the ITSM program Jira container.
• Act as a bridge between business requirements and technical solutions, ensuring 
clarity, completeness, and alignment with overall ITSM strategy.
ITSM Process & Best Practice Alignment
• Document and map current ITSM processes and perform gap analyses against desired 
or industry best practices (ITIL, Atlassian guidance).
• Collaborate with process owners and request type owners to elicit and refine 
requirements for request workflows, request types, and IT self-service configurations.
• Manage and communicate ITSM project release schedules to stakeholders.
Configuration Management & CMDB (Jira Assets)
• Assist in defining CMDB object schemas, CI relationships, lifecycle models, and data 
governance rules.
• Validate imported data, asset attributes, and CI relationships against expected 
business and operational needs.
• Collaborate with Infra, Cloud, Security, and Application teams to validate existing CI 
data quality and completeness.
• Document ownership models and update practices for configuration items.
Project Collaboration & Cross-Functional Coordination
• Work as part of a stakeholder-facing team coordinating across technical and 
functional groups to ensure accurate requirement translation.
• Support implementation teams by providing clarified requirements, acceptance 
criteria, and process documentation.
• Contribute to strategic ITSM service delivery improvements and platform-wide 
enhancements.
Required Experience & Skills
Experience
• Proven experience as an ITSM Business Analyst or similar role within IT Service 
Management.
• Track record in ITSM project delivery, ideally with hands-on exposure to Atlassian Jira 
Service Management.
• Experience implementing or maturing Configuration Management processes and 
CMDB structures.
• Familiarity with ITIL framework, ITSM workflows, and service design practices.
Technical Skills
• Strong capability in defining and documenting business and functional requirements
for ITSM processes and platform enhancements.
• Understanding of Atlassian Jira Service Management, Jira Assets (CMDB), object 
schemas, and asset relationships.
• Ability to create and maintain process diagrams (e.g., BPMN), use cases, and 
structured requirements documentation.
• Knowledge of data governance concepts and CI lifecycle models.
• Experience validating data imports, relationships, and business rules within a CMDB 
context.
Analytical & Communication Skills
• Strong analytical thinking with ability to convert business needs into structured 
functional requirements.
• Excellent communication skills for interacting with process owners, technical teams, 
and stakeholders.
• Ability to facilitate workshops, requirement sessions, and process design discussions.
Candidate Profile
Ideal Candidate Characteristics
• Detail-oriented, analytical, and strong in structured problem solving.
• Comfortable bridging business and technical domains.
• Proactive in identifying process gaps and improvement opportunities.
• Skilled in documenting complex systems and translating them into clear, actionable 
requirements.
• Collaborative mindset with ability to work across Infra, Cloud, Security, and 
Application domains.
• Strong ownership and accountability in delivering reliable ITSM solutions