10323 - Sr. Business Analyst, ITSM
3 weeks ago
The ITSM Sr. Business Analyst is responsible for leading and supporting IT service management processes, ensuring alignment with best practices and business needs. The ideal candidate will also serve as technical lead for project initiatives related to Service Management. This role involves working closely with IT teams, service owners, and stakeholders to improve service delivery, monitor performance, communicate status and maintain compliance with established standards. The ITSM Sr. Business 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 maintain 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.
- Possess a conceptual understanding of Infrastructure, Middleware, Database, Applications, and InfoSec combined with deeper known experience with one of the four disciplines.
- Understand, develop, modify and maintain pertinent documentation.
- 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.
- Coordinate and manage the Change Advisory Board (CAB) and ensure proper assessment of risks, impacts, and approvals for IT changes.
- Act as 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.
- 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
- Lead technical support, including but not limited to MAC (moves, adds, changes) related to Audio Visual, Telecom, Phone setups (e.g. Cisco, MS Teams,etc.).
- Lead troubleshooting, problem resolution and continuous improvements to meet target KPIs.
- Assist with onboarding and offboarding tailored to major affiliates.
- Lead project initiatives for technical disciplines.
- Develop reporting against KPIs, SLAs, SLOs and project milestones.
- Lead and facilitate CAPEX to OPEX reconciliation in collaboration w/Business Analysts, Finance Procurement, Section Heads, Department Heads, to ensure seamless post-launch support.
- Develop or approve broadcast announcements for planned and unplanned system events.
- 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 internal and external workshops, training sessions, and awareness programs for ITSM
- Developing Affiliate onboarding process and documentation
- Assist in the configuration, administration, population 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.
- 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.
- Bachelor's degree in IT, Computer Science, Business, Management or equivalent experience.
- 8 to 10 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 or another equivalent tool.
- 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 is preferred.
- Experience in implementing or optimizing ITSM processes.
- Occasional on-call support may be required.
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