Job Role: ITSM Incident Management Business Analyst
Location: Tempe AZ or Chicago, IL (Hybrid Onsite) - Need Local candidates only
Pay Rate: $60-$65/hr. on C2C
Job Description: 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.
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
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.