Business Analyst IT Support Center
Skills
Computer ScienceEasily AdaptableEvolutionHealth InformaticsPlaysService DeskSupport Services
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree in Business Administration Information Systems Computer Science Healthcare Informatics or related field or equivalent experience
- Two or more years of Business Analyst Systems Analyst Process Analyst or related experience
- Experience with ServiceNow ideally ITSM and Knowledge Management
- Experience gathering documenting and validating business and functional requirements
- Experience translating business needs into technical requirements and user stories
- Knowledge of IT Service Management principles and support center operations
- Experience with testing UAT and validation activities
- Strong analytical problem-solving and critical-thinking skills
- Ability to prioritize competing requests and manage multiple initiatives
- Experience working with cross-functional teams business stakeholders and technical teams
- Strong written and verbal communication skills
- Proficiency with Microsoft Office including Excel Word PowerPoint and Teams
- Experience documenting workflows process maps and business procedures
- Ability to analyze data identify trends and recommend improvements
Nice to have
- Naturally curious
- Data-driven
- Passionate about technology
- Easily adaptable
- Collaborative
- Strategic thinker
Day to day
- Drive continuous improvement of technology processes and digital support experiences for employees and customers
- Partner with Support Center operations ServiceNow teams and business stakeholders to turn business needs into scalable solutions
- Identify simplification automation self-service and process optimization opportunities across phone chat knowledge and digital channels