Business Analyst Senior - ITSM Project

Full Time


    Business AnalystProjectAnalystITManagementPerformanceComputerEngineeringSystems

    Job Description

    Location: Chelsea, MA
    Job Title: Business Analyst Senior - ITSM Project
    Location: Chelsea, MA

    Job Description:

    • The client is looking to fill the role of an ITSM Model and Process Analyst. The ITSM Model and Process Analyst will be responsible to design, define and create a process to manage infrastructure incidents or problems and set up that workflow through JIRA ITSM. In addition, the ideal candidate will be responsible for establishing a Change Control Board with a defined process and governance structure. To be successful, one should have prior experience and demonstrated success implementing one or more components of the ServiceNow ITSM Module. These may include problems, incident, change, service catalog, and others as an example.


    • Interact with Infrastructure group to conduct requirements gathering and analysis to identify current requests types handled by the team, gaps and challenges the in process

    • Design the IT Service Management lifecycle, including processes, roles, metrics, Key Performance Indicators (KPIs), tools for infrastructure team

    • Design the ITSM process/framework, corresponding process documentation such as instructions, templates to support process execution.

    • Create the ITSM workflow in JIRA software

    • Communicate about the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support Setup and support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) Setting up automatic routing of service requests to the proper service groups, including any system notifications that will provide awareness of changes in status at various points

    • Create a Change Control Board process/framework/governance.

    • Coach and train the team members on new/modifications to the processes

    • Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities.

    Experience and Education Requirements:

    • 3+ years of experience as a BA or SA analyst for large scale projects and/or implementations.

    • 3+ years setting up workflows in JIRA ITSM and creating reports for monitoring usage in JIRA.

    • Hands-on experience with developing and implementing an end-to-end ITSM.

    • Excellent verbal and written communications skills.

    • Must be proficient in writing up process documentation, develop workflows and provide orientation on new process A self- starter and someone who can go outside the box where applicable and find solutions to complex problems.

    • The client depends on this resource to be very responsive.

    • Resources should be able to work the hours needed for the project.

    • Ability to provide technical leadership and professional guidance to managers, team, and vendors.

    • ITIL and/or ITSM Certification(s) required.

    • Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field; or equivalent experience/ combination of education and experience.


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