Job Title: Business Analyst

Location: Hybrid in Alpharetta Ga

12 month contract

Are you passionate about transforming IT Service Management into seamless, impactful experiences? We're seeking a dynamic individual with strong technical acumen, leadership skills, and a knack for building collaborative relationships. In this role, you'll drive ITIL strategies, influence ITSM frameworks, and promote adoption across the enterprise, ensuring our tools and practices empower every team.

Responsibilities

• Engage and facilitate ITIL strategy discussions that will result in rich, intuitive employee experiences utilizing IT Service Management practices and tools
• Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy
• Along with process owners, develop frameworks that comply with Business Technology Standards and deliver seamless integration with all ITSM practices
• Work with ITSM process owners, internal teams and stakeholders to ensure ITSM processes are aligned across the organization and follow ITIL best practices
• Promote awareness and adoption of ITSM practices and tools across the enterprise through proper training and channels of communication
• Provide feedback, insight, and solutions into the effectiveness and efficiency of processes, teams, tools, and partners
• Update practice documentation as authorized
• Thrive in ambiguity and create clarity for Service Enablement Alignment & Strategy Office team
• Deliver success through empowerment and accountability by modeling, coaching, and caring
• Model - Live our culture; Embody our values; Practice and Promote our ITSM principles
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn
• Care - Champion and advocate for our customers in evolving their experience with ITSM practices and tool suites and the ability to use tools and automation to solve challenges
• Be positive, inclusive, and collaborative so you can do its best work

Skills

Required Qualifications

• 2+ years of ITSM practice experience
• Ability to drive ITSM frameworks, practice and policy adoption, and thrive in a work environment that requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication
• Strong background in cloud and ITSM software for enterprise - part of your role will be collaborating with ITSM tools teams in building experiences that can connect to and integrate with a variety of other tools and technologies
• Strong technical aptitude with excellent visual and verbal communication skills with ability to influence business and technical decision makers
• Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders
• Ability to work well independently as well as part of a team bringing a sense of urgency to the tasks at hand
• High level of initiative, self-motivation, resourcefulness, collaboration and patience
• Strong oral and written communication skills
• ITIL v3 fundamentals certification or higher

The ideal candidate will be a self-driven individual with strong technical acumen, relationship building skills, and understanding our business:

• Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves
• Passionate about making others successful
• Customer-obsessed with the focus to cut through the noise and build what our stakeholders’ need and not always what they want
• Hungry to succeed i.e. you should be willing to take risks, fail fast (if needed) and try again
• Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries

Education