Bus Systems Analyst Assoc

This team member will support the successful deployment of IT service management practices based on the ITIL Framework. Responsible for ensuring that a structured approach to service management is executed through requirement gathering, documentation, communications and reporting. Ensures that ITSM team follows the guidelines set forth by leadership, while working closely with the functional teams and business units.

The ITSM Business Analyst is part of the Service Design and Management team under the Service Management Office

List the essential job responsibilities in descending order of importance.

• Work with stakeholders to understand business needs and desired changes to business processes.
• Works closely with business, and team members to understand requirements that drive the analysis and design of quality technical solutions within the framework of the existing service management system (Ivanti Service Management). These solutions must be aligned with business, IT strategies, comply with the organization's architectural standards and change management standards.
• Drive requirements discussions with stakeholders, documenting detailed & comprehensive business & functional requirements, and present them clearly to stakeholders and delivery team.
• Engage with developers, architects, managers, and business stakeholders to ensure timely delivery of a high-quality solution that meets business requirements.
• Coordinate and lead user acceptance testing with business users.
• Drafting product requirements and solutions documentation.
• Producing product training and support collateral.
• Participate in the development and grooming of Agile User Stories.
• Documentation of workflow, leveraging Medline tools and technology.
• Working closely and collaboratively with development and QA teams to ensure optimal quality throughout software development lifecycle.
• Participation in the QA (Testing) lifecycle to validate solution has met requirements as documented and providing feedback on testing results.
• Facilitate user group sessions, requirements gathering workshops with a variety of participants from both business and technology.
• Responsible for leading daily standups for the development team.

• Education
• Bachelor's Degree in Computer Science, Information Systems, or other related field or an equivalent combination of education, training, and experience.
• Certification / Licensure
• n/a
• Relevant Work Experience
• 1-2 years of work experience in software industry
• Understanding of writing business and functional requirements in area of IT Service management
• Understanding of ITIL
• Understanding in IT Service Management process lifecycle
• Knowledge of Service Desk procedures, IT Service Delivery techniques, and experience with improving customer service metrics
• Experience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.).
• Excellent communication skills; conveys information with clarity and directness, ensuring the message is understood across diverse, global teams
• Strong customer service skills
• Strong business analytical and problem-solving skills
• Strong interpersonal skills - effective listening and teaming
• Self-motivated, demonstrated bias for action
• Knowledge / Skills / Abilities
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
• Experience working with cross-functional teams and facilitating teams to identify and implement solutions to complex problems.
• Experience assessing and initiating actions independently.
• Experience and skills in influencing, leading and directing individuals in multiple functional areas.

• Relevant Work Experience
• Experience applying project management principles.
• Certification / Licensure
• ITIL v4 Foundation Certified
• SCRUM Master
• Work Experience
• 1-2 years of work experience in software industry
• Min 2+ years of experience writing business and functional requirements in area of IT Service management
• Understanding of ITIL/ITSM and project management Methodology
• Deep understanding in IT Service Management process lifecycle
• Knowledge of Service Desk procedures, IT Service Delivery techniques, and experience with improving customer service metrics
• Data analytics and reporting experience
• Experience with JIRA, SharePoint, Visio & Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.).
• Excellent communication skills; conveys…