Senior Business System Analyst

Job Description:

As an integral member of the Service Management team, you will be responsible for the analysis, planning, technical direction, organizing, and implementation of the ITSM initiatives; helps define the continuing evolution of IT to meet the changing business needs of the enterprise; works with business line personnel in integrating ITSM methods and practices throughout IT; researches and promotes best practices to process change; and reports the progress and impact of efforts to leadership

Primary Responsibilities

• ITIL process Consultation & implementation
  • Coordinates the design, development, and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
  • Partner with technology teams to define, integrate and improve overall IT Service Management including incident, problem, change, release, request, and Service Level Management
• Service Transition
  • Maintain and integrate plans for specific service transitions by working with the new/modified service project manager and ensure that the Service Delivery team is aware of the requirements to Go-Live that has an impact on time, quality, and cost.
  • Maintain and monitor progress for service transition changes, issues, risks, and deviations; including tracking progress on actions and mitigation of risks.
• Change Mgmt & CAB
  • Communicate, liaise & lead change management to facilitate the implementation of new or improved IT Services
  • Host CAB meetings, data analytics, reporting, and overall Change Management maturity
• ServiceNow Demand Mgmt
  • Lead and facilitate requirements gathering and refinement meetings with business and technical stakeholders.
  • Document user stories and acceptance criteria in a concise and development-ready manner.
  • Assist with the development of test scripts and coordinate test efforts for post-sprint testing, UAT, regression testing, etc.
• Reporting & KPI Mgmt
  • Translate customer metric and KPI requirements into ServiceNow reports and Dashboards utilizing a combination of out of box reporting and Performance Analytics tools
  • Perform trend analysis on the process KPIs and identify opportunities for process improvements

Qualification

• Minimum of 5 to 8 years of experience in Managing and implementing ITIL core processes and procedures. 
• Possess analytics capabilities and knowledge of ITIL KPIs, and CSFs, to provide executive reporting, schedules, the success of ITIL practices.
• In-depth experience building/implementing large-scale programs, projects, and/or transformational initiatives to enable a business function
• Experience in working directly with analysts, Domain leads and Senior Leaders to ensure all ITSM processes, change, deployment, and release practices are followed.
• Talent for translating conceptual user requirements into detailed functional requirements in a clean and concise manner that are easily comprehensible to developers
• Clear, concise communication skills in both oral and written format
• Proven ability to manage, track and report on process(s) outcomes
• Certification: ITIL Intermediate (Service transition & Operation)
• Bachelor’s degree in Computer Science, Management Information Systems or equivalent degree from an accredited college or university