This site uses cookies. To find out more, see our Cookies Policy

Business Analyst - IT Services Management in Chicago, IL at Genesys Talent LLC

Date Posted: 12/6/2018

Job Snapshot

Job Description

Our key client is experiencing tremendous growth and adding to their team.  For this role they are open to Direct Hire or Contract-to-Hire candidates.  This is a great company with amazing benefits.  Let's connect and we can share more details.

The ITSM Business Analyst will be responsible for reviewing IT processes in accordance to industry best practices. He or she should be a practitioner in the area, focused on IT Service Management functions, including but not limited to areas such as Incident Management, Change Management, Problem Management, Configuration Management, Service Catalog, Service Level Management, and Knowledge Management. 


The Analyst will be expected to exhibit excellent communication skills to work effectively with all staff, focus on processes and procedures and utilize superb analytical skills to create reporting from existing data.

The ITSM Business Analyst will work closely with the ITSM Manager to understand existing Change Management processes and play an integral role in process evolution as well as assist with the implementation of future ITSM core functions. The analyst designs ITSM work flows as directed, creates efficiencies and delivery standards for all IT Service Management stakeholders.


Role Specific Expectations

  • Work closely with the ITSM Manager to identify Key Performance Indicators (KPIs) relevant to the organization and creates reporting for teams, management and executives
  • Back up to ITSM Manager; responsible for conducting meetings, such as the Change Advisory Board (CAB) with several stakeholders and senior leaders
  • Develop close relationships with IT support personnel and development teams
  • Collaborate with IT colleagues to identify root cause analyses of impactful incidents in order to work with teams and stakeholders to implement solutions
  • Participate with cross functional teams that contribute to the definition of the processes, standards, and methodologies, as well as their adoption and governance
  • Monitor and report on adherence to defined ITSM processes
  • Responsible for the identification of integration points with other processes. Ensures all integrated processes are fully documented, understood, and maintained
  • Responsible for the creation and analyses of applicable data as directed, as well as making recommendations for new metrics, KPIs, and additional reporting
  • Update and maintain the IT Metrics Dashboard within ServiceNow
  • Partner with stakeholders to ensure ITSM processes are understood, adhered to, and improved
  • Interpret metrics and participate in the development of appropriate action plans for the definition of a new and/or improvement of existing ITSM processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria
  • Demonstrates good judgment and logic in selecting methods and techniques for obtaining solutions

Strategy & Planning

  • Collaborate with staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
  • Identify and drive resolution to business systems issues
  • Understand and apply relevant Bank policy, standards and procedures to work performed

Operational Management

  • Apply IT Security principles and controls to ensure systems and users operate safely and securely
Knowledge & Experience

  • Experience with desktop and server operating systems, including MS Windows, Server, and Office products
  • Experience with IT troubleshooting principles and techniques
  • Knowledge of cross functional team models
  • Knowledge of Agile methodologies, including Scrum and Kanban
  • Knowledge of IT Security principles and controls
  • Basic understanding of Change Management process and controls

Formal Education & Certification

  • College diploma or university degree in the field of computer science, information systems, or computer engineering and/or 2 years equivalent work experience is preferred
  • Knowledge and experience working with financial, accounting, and mortgage applications and concepts a plus