ITSM Business Analyst

ICONMA; Myrtle Point (OR); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading aerospace and defense firm is seeking an ITSM Business Analyst for a remote position. The successful candidate will analyze business requirements and collaborate with teams to onboard to ServiceNow IT Service Management solutions. Key qualifications include 2+ years of experience in IT service management and a strong understanding of ITIL processes. This role offers health benefits and excellent growth opportunities.

Benefits

Health Benefits

Referral Program

Growth and advancement opportunities

Qualifications

• 2+ years of experience in ServiceNow IT service management.
• Strong understanding of ITIL processes and principles.
• Experience with business analysis and solution design.

Responsibilities

• Analyze business requirements for ITSM solutions.
• Collaborate with stakeholders to implement ITSM processes.
• Develop training materials for ServiceNow ITSM modules.

Skills

Business analysis

Requirements gathering

Communication skills

Analytical skills

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Agile methodologies

Job description

Overview

Our Client, a Aerospace And Defense company, is looking for a ITSM Business Analyst for their Remote location.

Responsibilities

• The ServiceNow IT Service Management Business Analyst is responsible for analyzing business requirements and partnering with client teams to onboard them to ServiceNow IT Service Management (ITSM) solutions. This role requires a strong understanding of ITSM processes, business operations, and technical capabilities to ensure that the ServiceNow platform meets the needs of the organization.
• Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configuration
• Establish and lead Stakeholder forums / CoP for each of the major areas of the ITSM community such as Service Desk, NOC, Admins, Application teams, etc
• Analyze business needs and identify opportunities for process improvements and automation
• Collaborate with stakeholders to design and implement ITSM processes and procedures
• Develop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customization
• Partner with the ITSM Process Owner and Technical Lead to Develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder / user requirements
• Partner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modules
• Provide support and guidance to end-users on ITSM processes and ServiceNow functionality
• Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration
• Participates with customers to formulate and implement enterprise-wide business, organization and information technology strategies. Work with customers to help conceptualize means to apply information technology as a strategic asset. Involved in the process of designing and delivering integrated business and information solutions to support the enterprise\'s accomplishment of business goals.

Requirements

• 2+ years of experience in ServiceNow IT service management, with a strong understanding of ITIL processes and principles.
• 2+ years of experience with business analysis, requirements gathering, and solution design.
• Strong understanding of ITSM processes, including incident, problem, change, and service request management.
• Excellent communication and collaboration skills, with the ability to work with technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex business problems and identify solutions
• Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 5 years of professional experience; or 3 years of professional experience with a related Masters degree. Considered career, or journey, level.

Desired skills

• Familiarity with AI, specifically ServiceNow Now Assist
• ServiceNow certifications (ITSM, Administration, or Business Analyst)
• Experience with Agile project management methodologies
• Knowledge of ITSM industry trends and best practices
• Strong data analysis and reporting skills, with experience with metrics and reporting tools
• Experience with process improvement methodologies, such as Lean or Six Sigma

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.