Business Analyst

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Job Summary:

The Business Analyst will support IT Service Management (ITSM) functions to aid the end-to-end delivery of IT services to our customers. They are responsible for understanding and applying IT Service Management best practices across the IS organization while ensuring adherence to our processes using the ServiceNow platform.

They will be involved in day-to-day activities for assigned ITSM tasks and initiatives. This will include the planning, prioritizing, tracking, providing status updates, preparing reports, and identifying performance measurements to drive a culture of continuous service improvement. This role will partner closely with leaders across the IS organization to drive performance improvements as well as working with the ServiceNow product team to request system changes.


Essential Functions:
  • Drive the adoption and adherence of change, incident, configuration, asset, and problem management across the organization.
  • Aid in the preparation and facilitation of all relevant advisory boards (change, problem, configuration management)
  • Identify process improvements, make, and vet recommendations, seek approvals and assist in the implementations.
  • Interface with other processes and/or business functions to ensure they can leverage the benefits provided by ITSM best practices
  • Partner with ServiceNow team on system updates/improvements to provide requirements, assist in acceptance testing and support adoption for production rollouts.
  • Collaborate with Delivery Managers/IS Managers to provide leadership meaningful process performance metric reports
  • Track and analyze trends in process activity and provide statistical reporting to the IS organization.
  • Support the delivery of configuration management operations, consisting of but not limited to monitoring the health of the CMDB, managing CMDB CI population and maintenance, and executing audit activities.
  • Work with IS teams to capture configuration information related to Service Mapping and CSDM
  • Assist in supporting the administration of the ServiceNow Discovery and Service Mapping tool
  • Coordinate and conduct ITSM process training as required
  • Develop and or maintain reference materials, knowledge articles and related training materials.
  • Stay up to date on current ITSM and ITIL trends
  • Develop working knowledge of the IS organization and use this information to support continuous improvement initiatives.
  • Build trusting relationships with key stakeholders to support service quality and delivery improvements for the IS organization


Minimum Education and/or Experience:

  • BS/BA degree in a related field and/or comparable industry related experience required.
  • 2-3 years of related industry experience in IT Delivery, Operations, or Service Management, preferably in an Agile environment
  • Solid understanding of ITIL practices & processes
  • ITIL or other IT Service Management certifications (CMMI, COBIT, ISO, LSS, etc.) a plus
  • 2 years minimum experience on the ServiceNow platform
  • Experience in Asset and Configuration Management preferred
  • Familiarity with network concepts (routers, switches, firewalls, NAT, load balancing) a plus
  • Experience with ServiceNow administration, Discovery, Service Mapping and LeanIX a plus
  • Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript, a plus
  • Experience working with LDAP, Active Directory, and SUDO a plus

  • Collaborative team player. The Business Analyst will collaborate across the IS team to help drive adherence and adoption of processes as well as improvements.
  • Critical thinking / problem solving. The Business Analyst will act as the subject matter expert assisting the product / project teams in modernizing a wide range of enterprise applications.
  • Verbal and written communication skills. The Business Analyst will write clear and be able to resolve minor conflicts and issues using different tactics to avoid escalation.
  • Reporting skills a plus, such as Tableau or ServiceNow Performance Analytics
  • Experience driving continuous process improvement based on industry standards and business goals
  • Ability to manage multiple projects/priorities and function in a changing environment
  • Ability to collaborate across teams to develop, document and improve processes

Core Competencies:
  • Build relationships
  • Develop people
  • Lead change
  • Inspire Others
  • Think critically
  • Communicate clearly
  • Create accountability