Business Analyst
 Spectraforce Technologies | |
 United States, Arizona, Tempe | |
 Mar 10, 2025 | |
|
Role: Business Analyst Duration: 12 months Location: Chicago, IL or Tempe, AZ MUST be onsite 3 days per week Additional Information: Candidate Requirements and Preferences: Role Focus: Data Analysis and Reporting: Looking for a candidate with the ability to creatively create reports, analyze data, and identify trends in ServiceNow. Candidates should be capable of parsing through problem tickets and sub-tasks to identify patterns and make recommendations for systemic improvements. Reporting and Communication: Must have excellent communication skills to write clear, concise executive summaries. Ability to distill complex data into narratives suitable for senior management. Experience and Skills: ServiceNow Expertise: Knowledge of ServiceNow for data analysis and reporting, with the ability to understand problem tickets, PTAs, and other relevant data. Business Analysis: Experience in business analysis is preferred, with a focus on data interpretation and professional writing. Incident Management: While not a primary requirement, experience in incident management could be relevant, particularly if combined with strong data analysis and communication skills. ITIL Certification: ITIL certification (V3 or V4) is preferred but not mandatory. A solid understanding of ITIL principles is important. Project Overview / Contractor's Role: Senior Business Analyst - Problem Management We are looking to hire a highly driven Senior Business Analyst with an ITSM Incident Management / Problem Management background. This role will assist in identifying "The Big Rocks" or themes/trends/areas of opportunity to help improve IT production stability. Experience Level: 3 Required Skills and Abilities: 7+ years of Business Analyst experience 3-5 years of Incident Management experience 3-5 years of Problem Management experience EXCELLENT Communication skills Communicating ideas and viewpoints to executives and senior management Acting as a liaison between business and IT groups. Knowledge of ServiceNow reports/reporting Proficiency in MS Office (Word, Excel, PowerPoint) Knowledge of Microsoft Visio and Access is advantageous Create ad hoc reports to demonstrate theory/risk/finding Build/maintain relationships with key stakeholders Identify innovative ways to increase IT Availability/Stability Creating monthly metric and performance reports Proven experience as a business analyst Handle multiple projects in a fast-paced environment Excellent problem-solving and analytical skills Bachelor's degree in business, accounting, IT or any related field ITIL Certified would be a plus Tasks & Responsibilities: > Data mining ServiceNow Incident and Problem data looking for areas of opportunity > Researching and proposing possible solutions, and writing reports to support findings > Responsible for answering Problem Management RFIs (Requests for Intelligence) - which are executive facing reports clearly summarizing the cause and effect of an incident > Articulating the mitigating steps being taken to reduce the risk of recurrence all in a clear and concise executive summary format > The "Big Rocks" that are identified while data mining - will help drive process/tooling enhancements and creating monthly reports on the performance of the various business units/service areas. > Utilize the monthly reports to identify business areas in need of improvement To be successful as a senior business analyst, you should be self-motivated, have creative troubleshooting skills, have a solid grasp of standard enterprise technologies, be able to work collaboratively across process areas, and effectively communicate findings and recommendations. Ultimately, a top-performing senior business analyst should be able to identify ways in which to improve customer satisfaction. Why is this role important to your team/the project/the company? ServiceNow Problem and Incident Management is used across the enterprise - these resources will be helping with enhancements and modifications that need to be done affecting bot the tech side and the business side. Preferred industries or clients you have had success hiring from in the past? Financial Industry is a plus | |