Job Title:
Business Analyst
Duration: 12 months
Location:
Tempe, AZ is preferred, but open to Chicago, IL, for a really strong candidate. MUST be onsite 3 days per week at either location
Project Overview/Contractor's Role:
Senior Business Analyst - Problem Management
We are looking to hire a highly driven Senior Business Analyst with an ITSM Incident Management/Problem Management background.
This role will assist in identifying "The Big Rocks" or themes/trends/areas of opportunity to help improve IT production stability.
Tasks & Responsibilities:
Data mining ServiceNow Incident and Problem data looking for areas of opportunity
Researching and proposing possible solutions, and writing reports to support findings
Responsible for answering Problem Management RFIs (Requests for Intelligence) - which are executive facing reports clearly summarizing the cause and effect of an incident
Articulating the mitigating steps being taken to reduce the risk of recurrence all in a clear and concise executive summary format
The "Big Rocks" that are identified while data mining - will help drive process/tooling enhancements and creating monthly reports on the performance of the various business units/service areas.
Utilize the monthly reports to identify business areas in need of improvement
To be successful as a senior business analyst, you should be self-motivated, have creative troubleshooting skills, have a solid grasp of standard enterprise technologies, be able to work collaboratively across process areas, and effectively communicate findings and recommendations. Ultimately, a top-performing senior business analyst should be able to identify ways in which to improve customer satisfaction.
Experience Level: 3
Required Skills and Abilities:
7+ years of Business Analyst experience
3-5 years of Incident Management experience
3-5 years of Problem Management experience
EXCELLENT Communication skills
Communicating ideas and viewpoints to executives and senior management
Acting as a liaison between business and IT groups.
Knowledge of ServiceNow reports/reporting
Proficiency in MS Office (Word, Excel, PowerPoint)
Knowledge of Microsoft Visio and Access is advantageous
Create ad hoc reports to demonstrate theory/risk/finding
Build/maintain relationships with key stakeholders
Identify innovative ways to increase IT Availability/Stability
Creating monthly metric and performance reports
Proven experience as a business analyst
Handle multiple projects in a fast-paced environment
Excellent problem-solving and analytical skills
Bachelor's degree in business, accounting, IT or any related field
ITIL Certified would be a plus
