Business Analysis Planning: Plan the business analysis approach for projects, determine the deliverables, estimate business analysis effort, and determine metrics to be used to monitor the success of analysis work. Requirements Elicitation: Conduct requirements gathering activities (brainstorming, focus groups, interviews, observation, prototyping, workshops), document the results, and validate that the documented requirements meet the stakeholders' needs. Requirements Management & Communication: Assess requirements to ensure they fall within the solution scope, ensure requirements are aligned with and traceable to business objectives and solution design, and ensure requirements are communicated and presented in a format that are understandable to stakeholders, including solutions designers and developers. Enterprise Analysis: Evaluate the business need, problem or opportunity to justify the investment necessary to deliver the solution, assess the capability of the enterprise to leverage in developing a solution, and determine the most feasible solution. Requirements Analysis: Analyze, prioritize and organize requirements to ensure efforts focus on the most critical needs, model requirements to demonstrate process and or solution function, and validate that the requirements support the delivery of value. Solution Assessment: Review and evaluate IT solution designs to ensure the proposed solution meets the business requirements. Validation: Coordinate the approach and development of use cases and test scenarios with the customer to ensure integration and/or user acceptance testing is complete and validates that project requirements have been achieved. Optimize IT Operations: Develop and maintain KPI-driven dashboards and reporting frameworks to monitor operational health, productivity, and customer service performance. Reduce ticket transfers and improve resolution times through process redesign, automation, and proactive monitoring. Define and Manage KPIs: Establish forward-looking performance indicators and dashboards to track productivity, customer service metrics, and operational health. Lead IT Internal Productivity Projects: Manage cross-functional initiatives that enhance IT efficiency, reduce manual effort, and improve overall service delivery. Leverage Analytics for Insights: Use ServiceNow and Jira data to identify bottlenecks, forecast trends, and recommend actionable improvements. Champion Continuous Improvement: Benchmark against industry standards and implement innovative solutions for ITSM and Agile process optimization. Drive automation and process optimization initiatives using AI/ML, RPA, and advanced analytics to reduce manual effort and accelerate IT service delivery. Bachelor's degree from an accredited institution. Minimum of 5 years of IT work experience. No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Beachwood OH, Galesburg MI, Houston TX, Menomonee Falls WI, Moon Township PA, Raleigh NC will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. Must be able to work in the United States without corporate sponsorship now and within the future. 5 years working in a customer facing or production support role. Expertise in ServiceNow and/or Jira, including configuration, administration, integration, and workflow automation for IT operations and project management. Strong understanding of Agile methodologies (Scrum, Kanban) with practical experience managing boards, sprints, and backlogs in Jira to drive delivery efficiency. Strong understanding of IT Service Management Processes. Strong understanding of Agile methodologies. Position Criteria: This position will often work with other business analysts, project managers and business teams on a regular basis. Assists with facilitation sessions, lead and influence others to effectively interface and work with a wide variety of people. Good team player, self-motivated and committed with an ability to work under pressure and to tight deadlines. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.