ITSM / ServiceNow Business Analyst

Job Description:

Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
Institute governance to optimize processes and minimize long-term risk.
Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.
Use ServiceNow and Azure DevOps to extract and visualize operational data.
Identify trends and anomalies to inform process improvements and reduce service disruptions.
Partner with Change Manager and Problem Manager to analyze metrics (e.g., success rate, emergency change rate) and recommend process adjustments.
Manage the software asset onboarding processes, ensuring alignment with CSDM taxonomy, ITIL and COBIT standards.
Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans.