Senior Business Analyst

Senior Business Analyst

Vacancy expired!

Job Description

We are seeking a Problem Management Systems Analyst with10+ years or more of IT operations and/or service management (Incident/Change/Problem) experience in which 3+ years of experience should be in handling Problem Management Process.The candidate must possess a good understanding of Problem Management process and IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them.

The candidate must have held a prior role in IT Problem Process Management for at least 3+ years and gained experience managing all stages of the Problem lifecycle and running Major Problem Review discussion to get the root cause of the incident and plan corrective/Preventive actions.

The candidate needs to have a complete working knowledge of Service Now Problem Management module along with the required reporting expertise.

Qualifications

Basic Qualifications

• 5 years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree
• ITIL Certification

Preferred Qualifications

· 6+ years' experience in IT Service Management or IT Operations

· 3+ years’ experiencein IT ProblemProcess Management

· Strong customer service, analytical, research, interpersonal and problem-solving skills required

· ITIL V4 expert Certification

· Experienceusing and administering ticketing tools such as Service Now

· High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle

· Workingknowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint

· Strong Technical Writing; Presentation and Communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences and document a detailed meeting minutes for the daily Major Problem Management meetings.

· Self-driven and ability to work independently

· Flexible working hours to accommodate diverse geographic locations

· Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint

Evangelize the virtues of IT process management and create a collaborative environment

Additional Information

All your information will be kept confidential according to EEO guidelines.