ITSM Business Analyst

Hello,

Position: ITSM Business Analyst

Location: Onsite in Chicago IL / up to one day a week remote

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.