Business Analyst

Job Description

Business Analyst to support service management initiatives, ideally with experience in ITSM and familiarity with ITIL practices (ITILv4 certification preferred but not required).

The BA will play a key role in supporting and documenting the following business processes :

• Statewide and agency-specific service request workflows
• Change management procedures for client, including expansion of change and configuration management practices
• CMDB relationship mapping for Configuration Items (CIs) tracked within the system
• Definition and documentation of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both agencies and Client departments
• Identification and documentation of integration needs between ITSM processes and other Client business systems
• Gathering requirements for dashboards and reporting to support agency visibility and performance tracking
• Supporting QA testing efforts, including documentation and execution of test cases for various ITSM processes

This role requires strong analytical and communication skills, as well as the ability to collaborate across technical and business teams to ensure successful implementation and adoption of ITSM processes.

Key Responsibilities

A successful candidate for this role is expected to possess the following skills and experience :

Required Qualifications

Skills – minimum of 5 years of experience

Skill Matrix :

BA for Service Management, preferably knowledgeable and experienced in ITSM, ITILv4 preferred. Required 5 Years

Ability to effectively prioritize and execute tasks while under pressure. Required 5 Years

Ability to ensure that user expectations are met during the testing process. Required 5 Years

Ability to identify and analyze suitable opportunities for test automation. Required 5 Years

Ability to prioritize and manage multiple projects, and project activities, simultaneously, while meeting established deadlines. Required 5 Years

Create and execute test plan. Required 5 Years

Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards. Required 5 Years

Azure DevOps (ADO), Atlassian's Jira, IBM's Rational Team Suite (RTC). Required 5 Years

Business process definition, requirements definition, and development and support of integrated business applications. Required 5 Years

Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation. Required 5 Years

Demonstrate strong verbal and written communication skills. Required 5 Years

Knowledge of business process analysis, techniques, design, and development. Required 5 Years

Requirements and Use Case documentation. Required 5 Years