Job Listing Description

Business Analyst - TX

Chipton-Ross is seeking a Business Analyst for an opening in Dallas, TX.

The Business Analyst for CSI Governance will focus on measuring, and improving all aspects of IT services. They will focus on effectiveness, efficiency, cost, and quality throughout the Service Lifecycle. The CSI Governance role will define and control measurements (KPIs) in close partnership with ITIL Governance teams and Technology Leadership. Ultimately the CSI team will drive the CSI process, own the CSI registry and will support transparency in all ITSM disciplines. They will conduct Continuous Service Improvement activities, prepare reporting and operational reviews (including analysis of SLAs) and provide full instrumentation of vital processes to drive transparency and accountability. A successful candidate needs to have outstanding Service Management experience and present themselves as a thought leader in the area of Continuous Improvement. They must possess hands-on experience delivering additional business value through the implement of continuous improvement strategies. In short, a thinker and a doer.

o Will provide leadership, guidance & support to the Continuous Improvement functions of Service Management.
o Will liaison with multiple groups (including technology and non-technology) to ensure service level targets are met, customer satisfaction remains high, and escalations occur in a timely manner.
o Will participate in measuring numerous ITIL processes, and construct reports and relevant dashboards.
o Will develop, manage and maintain Continuous Improvement Plans and associated materials.
o Will conduct and/or participate in weekly/monthly Operational reviews with Technology leadership and process teams.
o Will assist other IT Service management teams as necessary with statistics, suggestions, and enhancement opportunities.
o Will collaborate with other suppliers on issues/tasks spanning multiple areas.
o Will publish trend analysis, sharing periodical reports to internal customers.
o Will support and share continuous improvement plans with effective communication across operational groups.
o Will facilitate and manage innovation and organizational learning.
o Will leverage the expertise of people across the organization.

Required Skills (include education, proficiency level and/or minimum # of years of experience, tools, software applications, etc. Please list in order of most to least importance):
o Experience in developing, engineering and improving IT Service Management processes. 4-5 years
o Experience in creating, managing and maintaining process diagrams and process definition documents. 4-5 years
o Experience in gathering and analyzing requirements to improve existing processes. 3-4 years
o Experience in defining, measuring and trending KPIs and process metrics. 3-5 years
o Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes. 2-3 years
o Use of a Service Management Platform. (BMC/Remedy, ServiceNow, UniCenter, IBM etc. ) 4-6 years
o Experience in developing, managing, and maintaining the CSI process and associated procedures. 1-2 years
o Demonstrated handling pressure and Customer engagement in critical/difficult circumstances.
o ITIL Foundation Certification (or Higher)
o Strong business background (working in a company of similar scale)
o Ability to work in dynamic environment with changing priorities
o High energy, innovative individual who is motivated by challenging assignments
o Excellent communication skills, interpersonal, oral, and written
o Effective at managing multiple requests with conflicting priorities under tight deadlines
o Ability to coordinate and participate in operational reviews
o High attention to detail, quality and accuracy
o Strong analytical, organizational, and problem-solving skills
o Strong customer communication skills with the ability to communicate technical issues to non-technical customers
o Ability to work well within a team to learn and share knowledge
o Customer focused with a passion and drive for customer satisfaction and delivering business value
o Experience organizing and assembling resources required to develop a solution/proposal/deliverable.
o Effective at developing and maintaining strong customer and team relationships.

o Experience in leading the transformation of business processes
o IT Service Management Process Ownership
o IT Service Management Platform Implementation
o IT Service Management Platform Development
o Basic Project Management skills
o Advanced knowledge and understanding of IT concepts
o Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)
o Experience with Kaizen and Six Sigma tools
o 5S, Value Stream Mapping, SMED, Poke-yoke, or Kanban experience
o Experience conducting attainment / sustainment audits
- background in reporting analytics/performance analytics
- multiple ITIL backgrounds (incident/problem/change...etc. background)
- ITIL foundation- MUST but ideally we want someone with intermediate level experience
- data reporting mindset

High School Diploma

Full Time
Job Number: 160948
Job Location: Dallas, TX
Rate: $DOE
Duration: 18 Months
Input Date: 11/22/2016
Attention: Don Shell
Address: 343 MAIN ST
City, State: EL SEGUNDO, CA 90245
Phone: 310/414-7800 X286
800 Phone: 800/927-9318
Fax Phone: 310/414-7808

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