ITSM BA

Experience in defining,
using, and / or managing Service Management business processes

Extensive experience in
Requirements Gathering/Analysis and Implementation of at least 3-4 ITSM Module
[ e.g. Change Mgmt., Incident Mgmt., Problem Mgmt. Configuration Mgmt. etc.].

Ability to create
process flows for Service Management business processes

Hands-on experience on
1-2 ITSM Software Suite [ e.g. BMC, Cherwell, ServiceNow] as an end-user as
well as a designer / application support team member

Basic-to-intermediate
knowledge of information systems interfaces and integration, specifically API’s

Recent Business
Analysis experience in an IT Service Management (ITSM) environment.

Recent experience in an
Agile environment

Sound oral and written
communications skills

Ability to work
independently as well as in a team-based setting

Ability to work with
technical team members on the design, development, and testing of system
enhancements, including the creation of functional requirements documents

Experience with ITSM
Software Suite’s reporting tools for data mining and ad-hoc data analysis
Description
Collaborate with the
SMO’s leadership to define and implement improvements to the Service Management
business processes. Work with the SMO to define, investigate, and document
enhancements in the form of requirements documents. As needed, become
proficient in other ITSM modules that are under consideration for deployment.
Education
Bachelor’s degree in a business or technical field.
ITIL Foundation certification is mandatory. ITIL Practitioner will be
preferred.
Additional Requirements
3+
years’ experience performing Service Management activities. Any certifications
in the ITSM Software Suite is a plus Experience.