Business Analyst- ITSM

March 6, 2023

Job Description:
Our part of the organization is responsible for Service Management and Operations. The team in specific, where the role of the Business Practice Specialist sits, is responsible for the major practices Incident, Knowledge, Problem and Change Management.
This team is the natural speaking partner for the organization regarding information and questions around the ITSM frameworks.
They maintain and improve the ITSM Frameworks by driving a proactive dialogue to secure design, maintenance, and improvements of the Framework to comply with organizational requirements, legislation, and policies.
For this assignment we are looking for someone that is responsible for the Knowledge management practice.
The role will work very close with the other key practices and get support by the Business Support specialist for the practice.
• Responsible for the design, maintenance and continual improvement of the process and its related metrics and KPIs securing it adheres to modern principles and frameworks.
• Lead activities and initiatives to resolve issues related to process efficiency and effectiveness to ensure minimized impact on the productivity of engineering teams.
• Ensure and review the process compliance towards legislations, policies, or other requirements in order to stay compliant.
• Responsible for maximizing the effect of the process by designing it according to best practices and by benchmarking against industry standards.
• Onboard, coach, support and mentor colleagues and stakeholders within the area of expertise, to secure transition of knowledge and experience.
• Continuously promote the benefits of the process and business practice to the organization, working closely with Product Owners and Engineering Managers, in order to ensure common ways of working across teams.
• Responsible for collecting requirements and stakeholder/consumer feedback connected to the specific process to secure a roadmap for the process fulfilling consumer expectations.
• Develop and educate the network of specialists working with the process, encouraging good practices.
• Several years of experience leading work with Knowledge Management.
• Strong knowledge of ITIL, KCS, agile frameworks service governance model and DevOps concept.
• Strong knowledge of process design and continual improvements.
• Good understanding of dependencies between ITSM processes and the tools used.
• Preferred experience working with Service Now.
• Strong knowledge in stakeholder management.
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