ITSM Process Business Analyst

The IT Service Management (ITSM) Process Business Analyst will participate in the implementation and user adoption of key technology processes migrating to the ServiceNow platform. The primary areas of analysis and writing work will be in IT Asset, Configuration, Incident, Problem, Change, Knowledge, and Request Management, with a focus on producing control procedures, global user procedures, and related knowledge articles.

Key responsibilities:

• Collaborate with process designers to identify procedure and knowledge needs

• Create procedures to ensure consistently executed control and process operations

• Create knowledge articles to support process end users adoption

• Assess previously published materials, updating as needed 

• Maintain documentation standards for procedures, articles, and other reference documents

• Support learning team in development of training materials 

• Perform other duties as assigned 

Required Skills:

• Minimum of 5 years of experience as a writing procedures 

• ITIL v3 Foundation Certification

• Experience writing knowledge articles or learning materials for users of ServiceNow or a comparable ITSM platform such as Remedy

• Experience performing work as a part of an agile/scrum team using Jira for work tracking

Desired skills:

• Self-starter with ability to handle multiple assignments simultaneously

• Experience in process and procedure design for IT Asset, Configuration, Incident, Problem, Change, Knowledge, or Request Management

• Proven ability to quickly learn and understand complex subject matter

• Experience in writing documentation for various audiences

• Superb written communication skills, with a keen eye for detail

Salary Range- $90,000-$110,000 a year

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