ITSM Business Systems Analyst

Kforce•Maryland Heights, MO

40d

About The Position

We are seeking a highly skilled and motivated Business System Analyst with extensive experience in enhancing and updating ticketing systems. The ideal candidate will have hands-on experience with Cherwell and Ivanti, and a deep understanding of IT Service Management (ITSM) principles. The role involves analyzing Cherwell/Ivanti items, documenting processes, performing system functional testing within Ivanti, and reconfiguring/redocumenting systems to improve efficiency and functionality.

Requirements

Proven experience in enhancing and updating ticketing systems, not just utilizing them
Experience with system functional testing within Ivanti
Familiarity with system migrations and ITSM principles
Comfortable working with any ticketing system, with a preference for experience in Cherwell and Ivanti
Strong documentation skills with the ability to articulate technical concepts clearly and concisely
Strong problem-solving skills with the ability to differentiate between incidents and problems effectively
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills
Ability to analyze and break down system functionalities into detailed forms, fields, and workflows

Nice To Haves

ITIL certifications
ITSM experience
Familiarity with migrations

Responsibilities

Analyze Cherwell items and provide detailed documentation of current system functionalities
Perform system functional testing within Ivanti, ensuring all processes and workflows are accurately tested and validated
Identify pieces of functionality, break them down into forms, fields, and workflows
Reconfigure and redocument existing systems to enhance and streamline operations
Differentiate between incidents and problems, applying appropriate solutions and documentation practices
Collaborate with cross-functional teams to gather requirements and implement system enhancements
Document new and updated processes in a style suitable for development in Ivanti

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