IT Business Analyst II- ServiceNow-Remote

UNFI is North America’s premier grocery wholesaler, and they are seeking an ITSM Business Analyst II to enhance the operational effectiveness of IT Service Management processes. The role involves designing and managing ITSM processes, collaborating with stakeholders, and driving continuous improvement based on data analysis.

Responsibilities:

• Design and manage ITSM processes that are compatible with our service management application and aligned with organizational goals
• Manage and maintain ITSM process related media (documents, videos, presentations, etc.)
• Drive continuous improvement of processes based on data analyses and stakeholder feedback
• Communicate with stakeholders regarding process standards, expectations, and performance
• Provide data and metrics on service management performance
• Collaborate with other Service Management processes
• Monitor, evaluate, manage, and execute internal audits to ensure process compliance
• Assist in the gathering, analyzing, documentation, and validation of business and/or technical needs using data, interviews, and modeling techniques
• Research emerging industry best practices in IT Service Management framework and identify recommendations on how they can be applied
• Other duties as assigned to contribute to team and organizational goals

Requirements:

• Bachelor's degree in computer science or related discipline or relevant IT experience
• 3–6 years' experience relevant IT experience
• 3–6 years' experience working with process flow diagrams, data models, test plans, technical design documents, video production and business process documentation
• 3–6 years' experience working in software, networks, databases, or other technology
• Knowledge of assigned service management applications
• Knowledge in Data Analytics and the ability to create data models
• Foundational technical writing and requirement gathering skills
• Experience creating instructional videos
• Organizational and facilitation skills
• Foundational interpersonal and consultation skills
• Foundational critical thinking skills
• Ability to work independently and break down and organize assigned work into workable tasks
• Ability to learn new systems, concepts, and procedures
• Written and verbal communication skills
• Customer focus
• Ability to collaborate across teams and work in a remote environment
• Ability to work with geographically dispersed teams
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available
• ITIL v4 certification