Expert ITSM Business Analyst

The ITSM SME 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.

An IT Service Management Specialist who is able to demonstrate knowledge and experience (typically 1-3 years or more, service architecture / management experience), in the following areas:

• 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
  • Assessment of 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 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.

Requirements:

• 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.
• Supports monitoring services throughout ITSM process life cycle; verifying adherence to specified process requirements.
• 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.
• Knowledge of IT Service Management (ITSM) tools (IBM, BMC Remedy, ServiceNow, JIRA, databases, CMDB, Discovery Tools)

Knowledge/Experience:

• 1-3 years or more of relevant work experience
• Must be able to communicate effectively with management, clients, and co-workers to exchange information accurately. Or Excellent oral and written communication skills, with a demonstrated ability to communicate complex technical topics to management and non-technical audiences
• Must be able to read, review, and effectively respond to electronic as well as verbal communications. Or Strong written and oral communications required
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs
• 1+ years of experience using ServiceNow and SharePoint

Education/Certification:

• ITIL4 certification preferred
• Project Management preferred

Core Skills

• Detailed knowledge of service management concepts and techniques
• A strong operational understanding of service supply chains
• Experience of service operating model design for major IT systems
• The ability to write coherent, concise, and readable service documentation
• Experience of working to tight timescales within a high energy team environment; or Works well as a team member in a fast-paced and often time-sensitive environment
• Ability to lead both virtual and co-located teams
• Ability to influence senior stakeholders both internally and externally with varying objectives
• Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior executives
• Negotiating, bringing consensus, with experience of 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

• Solid presentation skills both verbal and written.
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs