ITSM Business Analyst

California Creative Solutions Inc.

Job Location:

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Req Description

Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
Institute governance to optimize processes and minimize long-term risk.
Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.
Use ServiceNow and Azure DevOps to extract and visualize operational data.
Identify trends and anomalies to inform process improvements and reduce service disruptions.
Partner with Change Manager and Problem Manager to analyze metrics (e.g. success rate emergency change rate) and recommend process adjustments.
Manage the software onboarding process ensuring alignment with ITIL and COBIT standards.
Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans.
Excellent communications skills required verbally and written with all levels of IT and business management.
Ability to work independently in a fast-paced regulated environment.
Detail-oriented with a focus on process compliance and data integrity.
Create an inclusive working environment where change can be embraced by all backgrounds.
Ability to communicate technical topics to a non-technical audience.
Ability to break down ideas/issues into solutions.
Give and receive effective feedback across all interactions.
Seek opportunities to improve work processes systems etc.
Demonstrates an understanding of risk that promotes positive change aligned to the business strategy.
Deliver well-organized presentations at an appropriate level for the audience.
Champion appropriate governance and sustain a risk intelligent culture through internal relationships.
Comfortable leading operational reviews and collaborating across departments

Required Skills:

3 Years of working with ITSM (ServiceNow) - Software Asset Management will be preferred given this is current a gap within the team but will not be their only responsibility
Data Analysis: Experience using ServiceNow and Azure DevOps to extract and visualize data to determine validity and reliability for data quality. This is the current process used for software asset management while they look to move to future state using SAM with ServiceNow Workspace
Maintain accurate software asset records in CMDB and manage EOL action plans
Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred.
Experience with ServiceNow workflows and reporting.

This team has started building their in-house ServiceNow expertise over the past 18 months and continue to grow. Although this is a contract it can lead into a full-time role given the recent growth and investments across the ServiceNow product line

Req Description Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making. Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integri...

Req Description

Pull information from multiple sources from within the organization while analyzing and reporting the relevant data trends for informed decision making.
Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity.
Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams.
Institute governance to optimize processes and minimize long-term risk.
Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.
Use ServiceNow and Azure DevOps to extract and visualize operational data.
Identify trends and anomalies to inform process improvements and reduce service disruptions.
Partner with Change Manager and Problem Manager to analyze metrics (e.g. success rate emergency change rate) and recommend process adjustments.
Manage the software onboarding process ensuring alignment with ITIL and COBIT standards.
Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans.
Excellent communications skills required verbally and written with all levels of IT and business management.
Ability to work independently in a fast-paced regulated environment.
Detail-oriented with a focus on process compliance and data integrity.
Create an inclusive working environment where change can be embraced by all backgrounds.
Ability to communicate technical topics to a non-technical audience.
Ability to break down ideas/issues into solutions.
Give and receive effective feedback across all interactions.
Seek opportunities to improve work processes systems etc.
Demonstrates an understanding of risk that promotes positive change aligned to the business strategy.
Deliver well-organized presentations at an appropriate level for the audience.
Champion appropriate governance and sustain a risk intelligent culture through internal relationships.
Comfortable leading operational reviews and collaborating across departments

Required Skills:

3 Years of working with ITSM (ServiceNow) - Software Asset Management will be preferred given this is current a gap within the team but will not be their only responsibility
Data Analysis: Experience using ServiceNow and Azure DevOps to extract and visualize data to determine validity and reliability for data quality. This is the current process used for software asset management while they look to move to future state using SAM with ServiceNow Workspace
Maintain accurate software asset records in CMDB and manage EOL action plans
Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred.
Experience with ServiceNow workflows and reporting.