Senior Business Analyst with an ITSM Incident Management
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About The Position
The Senior Business Analyst - Problem Management role is a critical position aimed at enhancing IT production stability through effective incident and problem management. The successful candidate will be responsible for identifying key themes and trends, referred to as "The Big Rocks," that present opportunities for improvement within the IT service management framework. This role requires a deep understanding of ITSM processes, particularly in incident and problem management, and the ability to communicate effectively with both technical and non-technical stakeholders. In this position, the Senior Business Analyst will engage in data mining activities using ServiceNow to analyze incident and problem data, seeking out areas that require attention and improvement. The role involves researching potential solutions and compiling comprehensive reports that support findings and recommendations. A significant aspect of the job includes responding to Problem Management Requests for Intelligence (RFIs), which are executive-facing reports that summarize the causes and effects of incidents, along with the steps being taken to mitigate risks of recurrence. The Senior Business Analyst will also be tasked with creating monthly performance reports that highlight the effectiveness of various business units and service areas. These reports will serve as a basis for identifying areas in need of improvement and will drive enhancements in processes and tooling. The ideal candidate will possess strong analytical skills, be self-motivated, and have a proven track record of working collaboratively across different process areas to improve customer satisfaction and IT service delivery.
