IT Business Analyst
Citizant
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $155,000 per year
Tech Stack
About the role
- Improve IT Service Delivery
- Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.
- Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.
- Develop recommendations that align with ITSM and industry best practices.
- Document and Design Processes
- Create clear documentation and visual representations of technical workflows.
- Support ServiceNow Process Improvements
- Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.
- Communicate with Leadership
- Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements.
- Develop executive-level briefings and stakeholder updates.
- Enable Adoption Through Training
- Develop training materials and user guidance to support new processes.
- Measure and Monitor Performance
- Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes.
Requirements
- 10+ years of experience in IT Service Management, IT operations, or enterprise process improvement
- Experience working with ServiceNow or similar enterprise ITSM platforms
- Strong experience documenting technical processes, workflows, and system requirements
- Demonstrated ability to translate technical processes for non-technical stakeholders
- Experience creating process documentation, SOPs, and workflow diagrams
- Strong stakeholder engagement and facilitation skills
- Excellent written and verbal communication skills
- Master’s degree in Information Technology, Information Systems, Business Administration, or a related field
Benefits
- Medical, dental, and vision insurance
- 401(k)
- Generous PTO
- Company-paid life and disability insurance
- Flexible Spending Accounts (FSA)
- Employee Assistance Program (EAP)
- Tuition Assistance & Professional Development Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service Managementprocess improvementtechnical documentationworkflow diagramsmetrics establishmentperformance indicatorsautomationServiceNowSOPs
Soft Skills
stakeholder engagementfacilitationcommunicationtraining developmentanalytical thinking