Posted: Wednesday, September 6, 2017 9:14 PM
ITSM Business Analyst (IT Service Management) The ITSM Process Analyst will be responsible for reviewing IT processes in accordance to best practices. He or she should be a practitioner in the area, focused on IT Service Management functions, including but not limited to areas such as Incident Management, Change Management, Problem Management, Configuration Management, Service Catalog, Service Level Management, and Knowledge Management. Identified and Contributes process evolution to develop and assist with implementation of continual service improvement cycles across all operational processes. Designs ITSM work flows as directed, creating efficiencies and delivery standards for all IT Service Management stakeholders. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. What Project/Projects will the candidate be working on while on assignment? ITIL process design and documentation Process improvement Metrics/KPI Identification and Reporting Report Building and production Data Analytics KPI/Metrics Dashboard Major Incident Management Knowledge Management SLA ManagementIs this person a sole contributor or part of a team? If so, please describe the team? (Name of team, size of team, etc.) Contributor Responsibilities Participates with cross functional teams that contribute to the definition of the processes, standards, and methodologies, as well as their adoption and governance. Monitors and reports on adherence to defined ITSM processes. Responsible for the identification of integration points with other processes. Ensures all integrated processes are fully documented, understood, and maintained Responsible for the identification of appropriate automation and process technology support to further process improvement within the environment. Responsible for the creation of, manipulation of, and the analyses of applicable data as directed, as well as making recommendations for new metrics, KPIs, and additional reporting as directed. Updates and maintains the IT Infrastructure Metrics Dashboard/Scorecard. Partner with stakeholders to ensure ITSM processes are understood, adhered to, and improved. Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of existing ITSM processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria. Maintains the Major Incident Management On-Call listing within ServiceNow. Reviews Knowledge Articles for process compliance. Demonstrates good judgment and logic in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel. Software Tools/Skills Tableau ServiceNow Excel SQL Visio PowerPoint Required Qualifications Requires 5+ years working within an IT Service Management organization in an ITSM process role. Proven working experience as a data analyst. Significant Experience creating, analyzing, and publishing ITSM metrics. Significant Experience with ITSM Service Catalog, Asset, and Configuration Management fundamentals and tracking. Demonstrated experience and significantly advanced skillset with MS Excel and SQL Preferred Qualifications ITL V3 Foundation certification, advanced ITIL certification preferable. Individual contributor with experience in the design, adoption, and governance of IT Service Management processes such as Incident Management, Knowledge Management, Asset Management, Configuration Management, and Change Management. For more information please contact Sherry Yoder at 800-709-4740 ext 284. Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, and New Jersey / Pennsylvania area. Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects. Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.Company Description:iTech Solutions, Inc. is a National IT & Professional Staffing Firm with over twenty years of service to our clients. As a premier national staffing and services company, iTech Solutions, Inc. prides itself on having extensive experience as industry practitioners in the verticals we serve. The iTech team is made up of enthusiastic staffing industry professionals and dedicated recruiters. iTech Solutions, Inc. is a company built on the philosophy that honesty matters, experience counts, and partnerships bring mutual success.
• Location: San Antonio
• Post ID: 31080992 sanantonio