Senior Technical Business Analyst - ITIL 4 certification required (Remote in OR, WA, ID or MT)

Motus Recruiting and Staffing, Inc. is a leading recruiting firm in the Pacific Northwest, specializing in professional services and technology solutions. They are seeking a Senior Technical Business Analyst to provide expert analysis and support for a long-term IT service delivery transformation, focusing on ITIL 4 best practices and ServiceNow implementation.

Responsibilities:

• Advise on and support the execution of a strategic plan for the Service Delivery Modernization initiative, ensuring alignment with organizational goals
• Serve as an advisor to leadership, providing insights on team readiness, potential adoption challenges, and recommend strategies to address concerns and resistance
• Conduct detailed change impact analyses, assessing how new service-centric processes will affect roles, workflows, and team objectives, and provide findings to leadership
• Identify groups that may experience high impact from the change and recommend targeted support and readiness plans to address their unique needs and challenges
• Develop draft risk mitigation strategies, recommending proactive solutions to potential areas of resistance or adoption hurdles
• Recommend measurable objectives for successful service modernization, outlining clear draft stages and milestones for review and approval by management
• Design and facilitate hands-on workshops, group meetings, and interviews with IT teams to define and document current-state business processes, challenges, and user experiences
• Guide IT teams in applying ITIL 4 principles to their daily work through small-group training sessions and coaching
• Guide and support IT teams in developing detailed business process models and documentation for new, service-centric workflows
• Develop and refine draft service design frameworks, process maps, and request models that are scalable and adaptable for enterprise use
• Assist IT personnel in defining an application's portfolio of dependent services and technical needs, and understanding the relationship between an application and the technical services it relies on
• Analyze and review service designs being developed by IT teams, providing expert feedback and recommendations to ensure they align with the established framework and maintain a consistent quality
• Identify measures or indicators of service performance and recommend actions needed to improve or correct performance, relative to the goals of the service
• Conduct regular consultations with stakeholders as directed, including team leads, system users, and other IT teams, to gather input on service design and performance

Requirements:

• ITIL 4 certification required
• Only candidates who reside in OR, WA, ID and MT will be considered for this position
• A bachelor's or associate's degree in information/computer technology, business systems, business administration, or a related technical field is preferred
• 8 years of experience is required with an applicable bachelor's degree
• 10 years of experience is required with an applicable associate's degree
• 12 years of experience is required without a degree or an applicable degree
• Experience must be consistent with the specific requirements of business systems analysis and/or IT process management and progressively more technical or strategic in nature
• Minimum of 5 years of experience must be in a role focused on IT service management, process re-engineering, or leading ITSM-focused initiatives
• Certifications in ITIL 4 Foundation and ITIL 4 Specialist: Create, Deliver and Support (CDS) are required
• Expertise in ITIL 4: Must possess an expert-level understanding of the ITIL 4 framework, its guiding principles, and the service value system
• Demonstrated, hands-on experience leading or facilitating successful ITSM transformation, service catalog development, or similar process re-engineering initiative
• Proven ability to lead workshops, train technical teams, and build consensus in a collaborative and empowering manner
• Strong technical writing ability and experience developing process documentation, business cases, and functional specifications
• The ability to communicate complex concepts clearly and persuasively to both technical and managerial audiences