ITSM Business Analyst Remote
World Courier
Full Time
Remote
10.56 - 12.04 GBP Today
Job description
Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!
What you will be doing
#INDWC
We're hiring an ITSM Business Analyst to join our fast growing dynamic global IT team.
The Role:
The ITSM Business Analyst will be responsible for achieving effectiveness and efficiency in the delivery, support, and improvement of ITSM across the enterprise with a deep subject matter expertise related to ITIL process capabilities including Incident, Problem, Change, Service Request, and Configuration, Knowledge, and Service Level Management.
The ITSM Data Analyst will collaborate with process managers/services owners to develop reporting metrics to identify and track areas of improvement.
What you'll be doing:
Provide ITIL-based Information Technology Service Management (ITSM)
knowledge and expertise to customers and stakeholders
- Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
- Participates in documenting data, ideas, players, stakeholders, and processes.
- Differentiates between assumptions, perspectives, and historical frameworks.
- Identifies issues and communicates with decision makers when a decision needs to be made and analyzes and discusses alternatives.
- Provides statistics, custom/ad hoc reports and research to the business leaders across various departments
- The position will work closely with both business partners and cross-technical teams, ensuring that key stakeholders and subject matter experts are engaged as needed Develop, modify, maintain, and continuously improve reporting processes, using SNOW Performance and Analytics
- Ensures that standardized methods and procedures are used for efficient and timely handling of all production ITSM activities
- Provides system/process related documentation that includes flow charts, workflow tables, mapping documents Work with ITSM Process Owners and Managers to identify trends, maintain ITSM workflows and recommend opportunities for improvement.
- Maintain/update the Service Catalog
- Run Monthly KPI Reports
- Develop and maintain SOP documentation for internal Process Management team
- Establishes and maintains liaison relationship with business partners and IT organization to provide effective technical solutions.
- Conducts data gathering and analysis to understand business strategy requirements.
- May contribute to the business short-and long-term planning sessions and provides direction to ensure understanding of business goals and direction.
- Provides input from a business and IT perspective.
- Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities, and may advise on options.
- May assist in the business process redesign.
- May aid in business case development (i.e., research, data collection).
- May develop user test cases and validates test results during testing.
- May execute test cases.
- May investigate, resolve, and escalate problems and develop recommendations for resolution.
- May manage customers’ expectations.
- Coaches and transfers knowledge to less experienced team members Develop and contribute solutions to variety of problems of moderate to complex scope
- Work with Incident, Change, Knowledge, and Problem ticketing systems within ServiceNow tool
- Develop and maintain SOP documentation for internal Process Management team
What your background should look like
What you'll have:
- Minimum one year of relevant experience with SNOW Performance and Analytics, 2-5 years preferred.
- Sound expertise in ServiceNow Performance & Analytics module. 3-5 years of work experience in process analysis, production enterprise tools and customer support.
- Experience with the ServiceNow application. Hands-on with developing reports, dashboards using Excel and other reporting tools.
- Ability to apply ITIL and ITSM principles and concepts
- ITIL V4 certification desired
- Experience creating ServiceNow reports using Performance Analytics and Power BI
- Minimum of 5 years documenting and analyzing business processes in the form of end-user stories
- 3+ years of experience supporting business analyst work within ServiceNow
- A minimum of 3 years’ experience in building service catalog items and workflows in ServiceNow is desired
- 3+ years’ experience supporting business analyst work within ServiceNow is desired.
- Ability to work collaboratively within a team / group setting
- Excellent verbal and written communication skills.
What we offer:
Excellent Salary Package and Attractive Company Benefits
What AmerisourceBergen offers
We offer a competitive total rewards package which includes benefits and compensation. Our commitment to our eligible population of team members includes benefit programs that are comprehensive, affordable, diverse, and designed to meet the needs of our team members’ and their families. Some of these programs include paid time off including paid parental leave, access to retirement savings vehicles, medical, dental, vision, and life insurance options, an employee stock purchase program, and other financial, health, and well-being focused benefits.
Because we take a balanced, global approach to our benefits, benefit offerings may vary by location, position, and/or business unit. Some benefits are company-paid, while others are available through team member contributions. For details visit
https://www.virtualfairhub.com/amerisourcebergen
.
Schedule
Full time
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation
Equal Employment Opportunity
AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
AmerisourceBergen is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
World Courier
www.worldcourier.com
London, United Kingdom
Nick Porter
Unknown / Non-Applicable
1001 to 5000 Employees
Subsidiary or Business Segment
Shipping & Trucking
1969
