Business Analyst

Insight Global; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

Insight Global is seeking an experienced IT Process Analyst to analyze, document, and improve IT processes across service management, security, and operations. You will partner with IT teams to identify gaps, drive standardization, and support audits and governance initiatives.

The role requires 5–7 years in IT operations or governance, strong analytical skills, and proficiency with process documentation, KPIs, and tools like ServiceNow.

Qualifications

• Bachelor’s degree in IT, Business, or related field or equivalent experience.
• 5–7 years of IT operations, service management, process analysis, or IT governance/compliance.
• Working knowledge of IT service management frameworks (ITIL) and best practices.
• Experience documenting/improving processes in a complex enterprise IT environment.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.

Responsibilities

• Analyze, document, and maintain IT processes, standards, and procedures across service management, security, and operations.
• Support design, implementation, and improvement of IT practices aligned with ITIL/COBIT and governing models.
• Partner with IT teams to assess gaps, risks, inefficiencies and recommend improvements.
• Develop and maintain process documentation, workflows, RACI, and SOPs.
• Support audits, risk assessments, and compliance by gathering evidence and tracking remediation actions.
• Track IT process performance with KPIs, metrics, and dashboards.
• Facilitate reviews, workshops, and stakeholder discussions to drive adoption.
• Assist with service delivery management, budgeting, and cross‑department coordination.
• Data analysis: create reports, visualize data, and establish KPIs.

Skills

Analytical skills

Problem-solving

Communication skills

Leadership

Stakeholder management

Data analysis

Presentations

Education

Bachelors in IT or related field

ITIL Foundation or higher

Tools

ServiceNow

Job description

Job Description

• Analyze, document, and maintain IT processes, standards, and procedures across service management, security, and operations
• Support the design, implementation, and continuous improvement of IT practices aligned with frameworks such as ITIL, COBIT, and internal governance models
• Partner with IT teams to assess process gaps, risks, and inefficiencies, and recommend improvement opportunities
• Develop and maintain process documentation, workflows, RACI models, and standard operating procedures (SOPs)
• Support audits, risk assessments, and compliance activities by gathering evidence, tracking remediation actions, and ensuring documentation accuracy
• Track and report on IT process performance using KPIs, metrics, and dashboards
• Facilitate process reviews, workshops, and stakeholder discussions to drive adoption and standardization
• Assist with service delivery management activities
  • Coordinate schedules and allocate resources effectively to meet service delivery objectives and deadlines.
  • Monitor service performance metrics, identify improvement opportunities, and implement necessary changes.
  • Develop and maintain strong relationships with stakeholders to ensure alignment of IT services with business requirements.
  • Ensure compliance with IT governance frameworks and industry standards in service delivery processes.
  • Collaborate with other departments to ensure seamless integration of IT services across the organization.
  • Assist in budgeting and financial management related to IT service delivery, aiming to meet sales targets and reduce costs.
• Data analysis
  • Consulting with IT senior leaders and other business leaders to identify improvement opportunities
  • Creating reports for internal teams, external clients and/or stakeholders
  • Collaborating with team members to collect and analyze data
  • Visualizing data with graphs, infographics and other methods
  • Establishing KPIs to measure the effectiveness of business decisions
  • Structuring large data sets to find usable information
  • Processing information with a team of analysts and other associates
  • Crafting presentations and reports based on recommendations and findings
• Ensure alignment between IT practices and business objectives
• Stay current on industry trends, regulatory requirements, and emerging best practices in IT operations and governance

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Bachelor’s degree in information technology, Business, or a related field, or equivalent practical experience
• 5-7 years of experience in IT operations, service management, process analysis, or IT compliance and or governance
• Working knowledge of IT service management frameworks (e.g., ITIL) and operational best practices
• Experience documenting and improving processes in a complex enterprise IT environment
• Strong analytical, problem-solving, and organizational skills
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively across technical and non-technical teams ITIL Foundation or higher certification
• Process improvement or Lean/Six Sigma framework
• Knowledge of GRC, risk management, audit support, or compliance programs
• Familiarity with service management tools (e.g., ServiceNow)
• Strong knowledge of service delivery processes and best practices.
• Experience with project management tools and methodologies.
• Excellent communication and interpersonal skills for effective collaboration.
• Ability to analyze data and generate performance reports.
• Leadership skills to guide teams and manage stakeholder expectations.
• Familiarity with various IT systems and software applications.
• Problem-solving skills to address and resolve service-related issues.