Business Analyst

Job Description

Summary objective of the job

The ITSM Business Analyst within a project delivery team is responsible for all service management elements including supporting the transition into live service.

This is a dynamic role that plays an integral part in demonstrating Ensono's ability to deliver quality services in line with contractual commitments. 

Shift Timings: 4PM – 1 AM

Job duties and responsibilities

• Responsibility of the ITSM Operational design for the transition of clients into live service:

• Understand the customer’s user base and IT operational structure
• Good understanding of Ensono services
• Develop and contribute towards the contractual obligations (SLAs and KPIs) and additionally any underpinning contracts
• Assess current operating procedures against scope of work
• Identify and develop on-going support requirements
• Support ITSM Tooling integration design between Ensono services and Client
• Identification and management of service management RAID items including exclusions and constraints
• Contribute to tool feature and functionality assessments, requirements discovery, gathering and documentation.
• Assist the client in mapping functions to organizations, analyzing existing processes for potential improvements, and developing written process analysis documents and workflows.
• Anticipates and prevents or escalates situations where demand for a service exceeds the capacity to deliver it.
• Owns the relationship with project stakeholders to identify, prioritize, model and document business process and data requirements.
• Responsible for explaining the requirements to developers.

• Process and service tooling design and integration requirements:

• Creation of processes and associated artifacts.
• Writing service documentation as required by the delivery teams for use by operations
• Support service readiness activities, to ensure a smooth transition
• Support overall solution design that ensures service stability and efficiency.

• Lead both virtual and co-located teams
• Influence senior stakeholders both internally and externally with varying objectives
• Assists with the deployment of ITSM processes and procedures.
• Provides analysis and support for on-going service delivery.
• Works with key process stakeholders to capture process policies, work instructions, and knowledge expertise.
• Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements, optimization and or development efforts for IT Processes (CSI).
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
• Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executives

 

Qualifications

• 4-6 years or more of relevant work experience
• Must be able to communicate effectively with management, clients, and co-workers to exchange information accurately.
• Solid presentation skills both verbal and written.
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to Ensono and client needs
• The ability to write coherent, concise, and readable service documentation
• 1+ years of experience using ServiceNow and SharePoint
• Knowledge of IT Service Management (ITSM) tools (IBM, BMC Remedy, ServiceNow, JIRA, databases, CMDB, Discovery Tools)
• ITIL4 certification preferred
• Good knowledge of service management and project management concepts and techniques
• Experience of service operating model design for major IT systems
• Experience running workshops
• Commercially astute – working knowledge of the contractual obligations and associated constraints
• Self-motivating and objective setting
• Leadership skills for team co-ordination and motivation
• Work well as a team member in a fast-paced and often time-sensitive environment