Business Analyst, ITSM Purpose: The ITSM Analyst is responsible for managing and supporting IT service management processes, ensuring alignment with best practices and business needs. This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, and maintain compliance with established standards. The ITSM Analyst plays a key role in driving continuous improvement, analyzing performance metrics, and facilitating the implementation of ITIL-based practices. Essential Functions: ITSM Process Management:
Develop, implement, and manage ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
Ensure processes are adhered to and optimized for efficiency and effectiveness.
Possesse a conceptual understanding of Infrastructure, Middleware, Database, Applications, and Information Security combined with deeper known experience with one of the four disciplines.
Understand, develop, modify and maintain pertinent documentation.
Service Performance Monitoring:
Monitor IT service performance through key metrics and SLAs (Service Level Agreements).
Generate regular reports and dashboards to track service health, trends, and areas for improvement.
Analyze the root causes of service disruptions and recommend solutions to section manager and related stakeholders.
Change and Incident Coordination:
Coordinate and manage the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT changes.
Act as the point of escalation for major incidents, ensuring timely resolution and communication.
Schedule weekly calls to review all changes with change implementors, infrastructure, application and security owners.
Continuous Improvement:
Identify opportunities for process improvements and work with IT teams to implement enhancements.
Conduct regular process reviews and audits to ensure compliance with ITSM policies.
Audit response preparation and collaboration with multiple teams
Contribute to Root Cause Analysis (RCA) and Risk Acceptance development as assigned
Stakeholder Engagement:
Collaborate with service owners, business units, and IT teams to gather requirements, address service-related issues, and ensure alignment between IT and business objectives.
Facilitate interna and external workshops, training sessions, and awareness programs for ITSM best practices.
Developing Affiliate onboarding process and documentation
Tool Administration and Configuration:
Assist in the configuration, administration, and enhancement of ITSM tools (e.g., ServiceNow, BMC Remedy).
Ensure tools support effective process workflows and reporting capabilities.
Experience with O365: Excel, PowerPoint, Word, OneNote, SharePoint, Visio, etc.
Documentation and Knowledge Management:
Maintain up-to-date documentation for ITSM processes, procedures, and guidelines.
Manage the IT knowledge base to ensure accurate and accessible information is available to end-users and IT teams.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Basic Requirements:
Bachelor’s degree in IT, Computer Science, or equivalent experience.
5 to 7 years of experience in IT service management or a related IT role.
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Conceptual understanding of JIRA
Strong understanding of ITIL principles and practices; ITIL certification is highly preferred.
Ability to create and develop Run Books, DWIs, SOPs, RASCI (R&Rs), RCAs
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills for effective stakeholder engagement.
Ability to manage multiple priorities and work in a fast-paced environment.
Experience with data analysis and report generation.
ITIL v3/v4 Foundation or higher certification.
Experience in implementing or optimizing ITSM processes.
Occasional on-call support may be required.
Salary Range - $91,810 to $131,285
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