RK Management Consultants, Inc.
Senior ITSM Business Analyst-local to Chicago
RK Management Consultants, Inc., Chicago, Illinois, United States
Senior ITSM Business Analyst-local to Chicago
The ITSM Business Analyst is responsible for the daily execution, monitoring, and continuous improvement of IT Service Management processes in a highly regulated environment supporting the Federal Home Loan Bank of Chicago. RESPONSIBILITIES Pull information from multiple sources while analyzing and reporting relevant data trends for informed decision making. Determine the validity and reliability of data; implement new analytical techniques to ensure data quality and integrity. Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams. Institute governance to optimize processes and minimize long-term risk. Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance. Use ServiceNow and Azure DevOps to extract and visualize operational data. Identify trends and anomalies to inform process improvements and reduce service disruptions. Partner with Change Manager and Problem Manager to analyze metrics and recommend process adjustments. Manage the software onboarding process, ensuring alignment with ITIL and COBIT standards. Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans. EDUCATION & EXPERIENCE REQUIREMENTS 4 years' degree or equivalent experience is required. 3+ years of hands-on experience in ITSM operations. Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred. Experience with ServiceNow workflows and reporting. KNOWLEDGE, SKILLS, ABLILTIES, AND BEHAVIORS Excellent communications skills required – verbally and written with all levels of IT and business management. Ability to work independently in a fast-paced, regulated environment. Detail-oriented with a focus on process compliance and data integrity. Create an inclusive working environment where change can be embraced by all backgrounds. Ability to communicate technical topics to a non-technical audience. Ability to break down ideas/issues into solutions. Give and receive effective feedback across all interactions. Seek opportunities to improve work processes, systems, etc. Demonstrates an understanding of risk that promotes positive change aligned to the business strategy. Deliver well-organized presentations at an appropriate level for the audience. Champion appropriate governance and sustain a risk intelligent culture through internal relationships. Comfortable leading operational reviews and collaborating across departments. We are an equal opportunities employer and welcome applications from all qualified candidates.
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The ITSM Business Analyst is responsible for the daily execution, monitoring, and continuous improvement of IT Service Management processes in a highly regulated environment supporting the Federal Home Loan Bank of Chicago. RESPONSIBILITIES Pull information from multiple sources while analyzing and reporting relevant data trends for informed decision making. Determine the validity and reliability of data; implement new analytical techniques to ensure data quality and integrity. Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams. Institute governance to optimize processes and minimize long-term risk. Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance. Use ServiceNow and Azure DevOps to extract and visualize operational data. Identify trends and anomalies to inform process improvements and reduce service disruptions. Partner with Change Manager and Problem Manager to analyze metrics and recommend process adjustments. Manage the software onboarding process, ensuring alignment with ITIL and COBIT standards. Maintain accurate software asset records in the CMDB repository and manage End-of-Life action plans. EDUCATION & EXPERIENCE REQUIREMENTS 4 years' degree or equivalent experience is required. 3+ years of hands-on experience in ITSM operations. Strong understanding of ITIL practices; ITIL Foundation or Intermediate certification preferred. Experience with ServiceNow workflows and reporting. KNOWLEDGE, SKILLS, ABLILTIES, AND BEHAVIORS Excellent communications skills required – verbally and written with all levels of IT and business management. Ability to work independently in a fast-paced, regulated environment. Detail-oriented with a focus on process compliance and data integrity. Create an inclusive working environment where change can be embraced by all backgrounds. Ability to communicate technical topics to a non-technical audience. Ability to break down ideas/issues into solutions. Give and receive effective feedback across all interactions. Seek opportunities to improve work processes, systems, etc. Demonstrates an understanding of risk that promotes positive change aligned to the business strategy. Deliver well-organized presentations at an appropriate level for the audience. Champion appropriate governance and sustain a risk intelligent culture through internal relationships. Comfortable leading operational reviews and collaborating across departments. We are an equal opportunities employer and welcome applications from all qualified candidates.
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