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Business Process Analyst (Senior-Level)
Required: Strong interpersonal and communications skills that demonstrate confidence with technology and business processes. Strong documentation skills and action tracking skills to drive the recommendation acceptance process through completion, Plan/Do/Check/Act, Drive Continuous Improvement Process with a strong correlation analysis capabilities, understanding of how ITSM tools connect to device management and infrastructure like storage, backup and network components Understanding of ITSM ticketing systems, in preference ServiceNow; Knowledge of underlying database tables and how they interconnect. Knowledge of ServiceNow module usage and processes. Ability to interpret and clearly define client/customer requirements and identify the required analysis needed to covert data to stories using advanced visualization techniques to help with data-driven decision-making and management (key performance indicator) reporting. Demonstrate a background in the ITIL Framework with a clear understanding of the Key Process areas (Incident, Problem, Change) and how they correlate to each other and other ITSM data sets, such as the CMDB. Desired: Federal consulting experience Experience with ServiceNow Discovery Processes and metrics/KPI's Attributes for Success: Demonstrate excellent Process knowledge and strength in defining and maintaining these. Excellent interpersonal and communication skills needed to interact with Executive Management during client meetings and to present metrics |