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Business Analyst, ITSM
Ref No.: 18-00029
Location: Windsor Mill, Maryland
Position Type:Direct Placement
Start Date: 02/14/2018
PURPOSE of POSITIONBusiness Process Consultant will drive Best Practice ITSM workshops and gather requirements to implement ServiceNow modules.
He/She will also develop process guides, revise stories in SDLC module of ServiceNow and drive customer roadmaps
  1. Lead business process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders in ITSM space- 30%
  2. Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities 20%
  3. Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks 10%
  4. Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities 10 %
  5. Managing and communicating ITSM process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations 20%
  6. Drive the customer roadmap discussions and decisions- 10%
HS Graduate or GED    
Associate's and/or Bachelor's Degree
Related Work Experience: 4-6
  • Proven experience in defining and deploying 'to be' best practice ITSM ( Incident, Problem, Change ) processes and in identifying solutions from a people, process and technology perspective
  • Minimum of 4  years’ experience with technologies such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB or Remedy ARS
  • Minimum of 4 years of  process management experience in consulting environment facilitating Best Practice ITIL workshops, capture AS IS state and driving customers to TO BE state
  • Solid experience in requirements gathering, including experience in creating process documentation and capturing  functional requirements
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • AGILE/Scrum experience is strongly desired