ITSM Business Analyst - Temporary Position

10/21/17
ManTech (www.mantech.com)
Other

/yr

  Full Time   Employee   Contractor


Pasadena
California
United States

Job Duties and Responsibilities:

  • Design and delivery of ITSM business processes within our ITSM platform and related workflows supporting
  • Manage and maintain request fulfillment process and associated procedures/tasks.
  • Assist in Service Catalog definition as well as Sample Request creation.
  • Employ User-Centered Analysis techniques (Interviews, direct observations, Joint Application Design (JAD) sessions, etc.) to understand business needs and clearly define the Business and Functional User Requirements for Service Now
  • Work closely with other team leads (User Experience Designers, Front-end Developers, Back-end Developers, Data Architects, and QA Testers) to translate requirements into optimal solution designs
  • Work with partners with Incident, Problem, and Change, Configuration, Knowledge and Request team members as needed
  • Prepare training documents for support team and users
  • Train others as appropriate on specific area of business system expertise
  • Develop, manage and maintain process documentation and training and associated procedures/tasks
  • Assist other IT Service management teams with statistics and suggestions for better availability/stability of IT Services
  • Guide technical teams to follow the ITIL processes and support activities focused on continuous improvement and quality of service
  • Provide leadership, guidance and support to service management support team and partners
  • Participate in, or support Incident, Problem, and Change, Configuration, Knowledge and Request activities
  • Partner with Incident, Problem, and Change, Configuration, Knowledge and Request team members as needed
  • Develop, manage and maintain process documentation and training and associated procedures/tasks
  • Assist other IT Service management teams with statistics and suggestions for better availability/stability of IT Services
  • Guide technical teams to follow the ITIL processes and support activities focused on continuous improvement and quality of service
  • Publish trend analysis, sharing periodical reports to internal and client consumers

REQUIREMENTS:

  • Experience as a Business Analyst gathering business and functional requirements for large-scale database management systems
  • Extensive ITIL - ITSM Process Management and workflow experience
  • Prior experience working with Remedy 8.1, Service Now IT Service Management and IT Operations product lines
  • Proven experience in defining requirements for solutions Experienced with formal SDLCs and business analysis methodologies; Working knowledge of business analysis documentation standards
  • Experience using standard project tools including Microsoft Project, Excel and PowerPoint
  • Excellent oral and written communication/soft skills and the ability to clearly articulate to all project members and stakeholders; must be a team player who works well with technical and non-technical resources
  • Ability to work in dynamic environment with changing priorities
  • High energy, innovative individual who is motivated by challenging assignments
  • Excellent communication skills, interpersonal, oral, and written
  • Effective at managing multiple issues with conflicting priorities under tight deadlines
  • Must be able to take strategic direction from executive management and participate in strategic planning activities throughout the lifetime of the project

Experience in creating, managing and maintaining process diagrams and process definition documents.

Prior experience and solid knowledge of service level management.

Experience in developing, engineering and improving IT Service Management processes: 4 - 5 years

Experience in creating, managing and maintaining process diagrams and process definition documents: 4 - 5 years

Experience in gathering & analyzing requirements to improve existing processes: - 4 years

Experience in defining process metrics and KPIs: 5 - 8 years

Experience in Service Management Reporting experience: 3 - 5 years

Creation of Dashboards and associated analytics: 3 - 5 years

ITIL Foundation v.3 certification or higher

Preferred Skills/Experience:

  • Prior government project experience
  • Experience in leading the transformation of business processes in large environment
  • Advanced knowledge and understanding of IT concepts
  • Experience in gathering and analyzing requirements to improve existing processes.
  • Experience with user acceptance testing (UAT), including test script creation, execution and signoffs
  • Experience in developing, managing, and maintaining a Service Request Management process and associated procedures.

ITIL Expert Certification

  • PMP Certification
  • Knowledge of Cloud Computing Technology

    Five to Six month Temporary Position - Through January 2018
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