Business Analyst

Job Role: Senior ESM Functional Consultant - Business Analyst
Location: Plano, TX or Mclean, VA & Multiple Locations
Duration: 12+ Months

OVERVIEW:
• Senior ITSM Functional Consultant would be responsible for providing functional consulting in ITSM space to implement various ITIL® processes utilizing tools like ServiceNow® while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes.

JOB DESCRIPTION:
• Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers.
• Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios.
• Reengineer existing processes and design new processes to dramatically improve productivity, quality, and service, ensuring appropriate stakeholder input and buy-in
• Lead functional process implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow®
• Work closely with ServiceNow® technical team to implement the desired processes using Agile approach.
• Experienced in a Business Analyst role in designing new Scoped Apps.
• Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
• Conduct operational trainings and follow organizational change management process.
• Implement KPI measurement & reporting

MUST HAVE:
• Minimum IT experience required is 10+ years out of which at least 6-8 years in ITIL® process functional consulting domain or ITIL® Process owner/manager experience.
• Business Analyst certification is a must.
• Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
• Experience with Scrum & SAFe Agile framework, user story estimations, backlog refinement and defining acceptance criteria.
• Experience in writing functional test cases, functional testing of user stories as per defined acceptance criteria.
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language.
• Proven people management skills for 8 - 10 people team
• Excellent English communication skills, both written and verbal, including business writing skills
• Experience of performance data analysis of ITIL® processes
• Ability to work with all levels of client and internal resources.
• Ability to organize, delegate, and leverage resources to accomplish objectives.
• Supervisory skills and the ability to leverage support from other parts of the organization.
• Organizational and time management skills

GOOD TO HAVE:
• ITIL®/ITSM Functional Process Consulting or Process Management Lead
• ITIL® Intermediate or Expert certified
• ISO 20000 Auditor is plus.
• Project Management training is preferred.
• Strong customer service orientation
• ServiceNow® certification is preferred but not a must.
• Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement.
• Comfortable with and effective using MS Office applications including Visio.
• Close attention to detail and accuracy
• Deadline driven and results oriented.
• Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management.