Description
ITSM Business Analyst
Whitehall Resources require a Business Analyst with ITSM experience to work with a key client, working remotely with occasional travel.
Primary Duties and Responsibilities:
* Formulate and define system scope and objective based on user needs and thorough understanding of business processes, best practices, and available supporting technology
* Will assist with the development of and maintain ITSM processes and associated procedures/tasks, including how to support new business lines
* Collect and define requirements and may participate in the technical design and user documentation processes of our ITSM platform
* Will work with business owners, IT Support teams, System Administrators, and Engineers to support development and delivery of ITSM tools and enhancements
* Will maintain the knowledge base and problem management process, will assist the Change Manager, will manage high priority escalation process, and will gather data and report on ITSM Metrics, KPI's, and SLA's
* Assisting stakeholders with all aspects of the Vendor Management Process.
* Assisting stakeholders in negotiating contracts and pricing with Vendors.
Other Responsibilities:
* Ensure regular and consistent communications are maintained to users and management via the project
* Analyse information obtained from ITSM tools and makes sound recommendations for process improvements and cost saving opportunities
* Will assist other IT Service Management teams as necessary providing statistics, suggestions, and enhancement opportunities
* Responsible to work with business partners to establish business benefits and return on investment for potential IT portfolio initiatives
Knowledge, Skills, and Abilities:
* Working knowledge of Agile and other development methodologies
* Advanced knowledge and expertise with life cycles for IT programs, IT projects, systems development, and IT production operations
* Strong knowledge of IT production processes, such as change management, configuration management, release management, and life cycle management
* Experience must include knowledge of IT best practices and process tools
* Proven business process analysis, strong interpersonal skills and team orientation
Educations/Specialized Knowledge Requirements:
* Bachelor's degree in MIS or related discipline from four-year college or university preferred
* ITIL certification preferred
* 2 to 3 years of experience working in an information technology discipline
* Experience with IT production environments, including operating systems, applications, networks, Servers, and associated hardware and software
All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.