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ITIL Program/Business Analyst

Remote, Washington | Business Intelligence & Data Management
Job ID: 122604
Listed on 11/15/2022
Job Summary:  Our client is seeking an experienced ITIL Program/Business Analyst to join their remote team and support the enabling a key project for BT ITSM/CMDB (Campfire) as it fully kicks off and expands in resource demands.

In this role, you will provide process support and enablement in key operations activities, documentation, enablement, and improvements additional 'expansion' support for our team on Incident, Problem/RCA, Change, Configuration (CMDB) processes (ITIL/IT Service Management based) as well as M&A and new service process onboarding activities to BizTech in Salesforce.

In addition, you will work on specific project-based roles on process/tool requirements definition, documentation, deployment planning and activities, testing/UAT, as well as possible follow on process operations tasks resulting from the project scope and rollout itself.

  • Develop and use skills as a seasoned, experienced professional with a broad understanding of industry practices and works to resolve a wide range of issues in creative and practical ways
  • Conduct daily check-in with stakeholders and escalate issues that need resolution, as needed
  • Participate in key ITIL/IT Service Management (ITSM) based operational process management activities
  • Contribute to tool feature and functionality assessments, requirements discovery, gathering and documentation
  • Document requirements with ITSM and CMDB (Configuration Management database) SMEs and translate them to Product Manager stories
  • Define and document use cases for IT process and tool initiatives focused on Incident, Problem/RCA, Change, Configuration Management (CMDB) processes
  • Operational onboarding assistance to processes for M&A and internal service teams
  • Assist with conducting IT process analysis, designing process workflows aligned to associated solutions, and configuration management activities
  • Contribute to feature/function test objectives and scope, and assist in user acceptance test planning and execution
  • Provide deployment, training, cutover, and production support to key stakeholders
  • Troubleshooting, facilitating system issue resolution, and suggesting IT process and tool workarounds, as needed
  • Assist Product and Program Manager stakeholders to deliver new capabilities from ideation to deployment
  • Manage administrative portions of program and project delivery from inception to closure

Desired Skills/Experience:
  • 2-3 years experience operating and managing ITSM processes.
  • 1-2 years of ITSM CMDB (Configuration Management Database) and IT Asset Management experience
  • 2-3 years of experience in a technical PM role
  • Bachelor’s Degree or higher in Engineering, Technology or related field
  • Excellent problem-solving skills with a demonstrated ability to identify issues and manage through to resolution
  • Innovative thinker, collaborative, team oriented, and well-organized with strong presentation and reporting skills
  • Experience in the development and implementation of process procedures, guidelines and standards
  • Ability to work in ambiguous situations with diverse stakeholders
  • Product Management knowledge
    Knowledge of IT Service Management (ITSM) tools (IBM, BMC Remedy, ServiceNow, JIRA, databases, CMDB, Discovery Tools) 
  • ITIL certified (preferred)
  • Project Management skills; PMP Certified (preferred)