IT Business Analyst

Role Overview

• Improve IT Service Delivery
• Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.
• Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.
• Develop recommendations that align with ITSM and industry best practices.
• Document and Design Processes
• Create clear documentation and visual representations of technical workflows, including: Process flow diagrams, Process maps, Standard operating procedures (SOPs), Current-state and future-state analyses
• Translate complex technical processes into clear documentation that can be understood by both technical teams and executive leadership.
• Support ServiceNow Process Improvements
• Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.
• Help design and improve system workflows that support end-to-end requirement intake through project completion.
• Communicate with Leadership
• Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements.
• Present recommendations and process updates to senior non-technical leadership in a clear and concise manner.
• Develop executive-level briefings and stakeholder updates.
• Enable Adoption Through Training
• Develop training materials and user guidance to support new processes.
• Provide training and guidance to teams and leadership on updated workflows and procedures.
• Help ensure process improvements are consistently adopted across the organization.
• Measure and Monitor Performance
• Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes.
• Develop dashboards and reporting tools that provide leadership with visibility into process performance.

Requirements

• 10+ years of experience in IT Service Management, IT operations, or enterprise process improvement
• Experience working with ServiceNow or similar enterprise ITSM platforms
• Strong experience documenting technical processes, workflows, and system requirements
• Demonstrated ability to translate technical processes for non-technical stakeholders
• Experience creating process documentation, SOPs, and workflow diagrams
• Strong stakeholder engagement and facilitation skills
• Excellent written and verbal communication skills
• Master’s degree in Information Technology, Information Systems, Business Administration, or a related field

Tech Stack

• ITSM
• ServiceNow

Benefits

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program