Overview

« back Learn More Sr Analyst – BA05 Job #:  656722**For immediate consideration, please send an updated resume and best contact information to eferrantino@apexsystemsinc.com **Service Request AnalystDallas, TX18 month contract, possible extension  on:  Description: The Business Analyst for Service Requests will be involved in the planning and establishment of core Request Management processes. This individual will be responsible for the complete request lifecycle from definition through Customer satisfaction. Included in the lifecycle are the definition, classification, approval, tracking and fulfillment of requests. This individual will participate in Continuous Service Improvement activities to improve KPIs and OLAs. This individual will provide instrumentation of the Request Process to drive transparency and accountability.Primary Responsibilities:• Will liaison with various groups throughout the Company to ensure service level targets are met, Customer satisfaction remains high, and escalations occur in a timely manner.• Will lead request requirement gathering sessions.• Will participate in documenting requests, workflow, and reports.• Will develop, manage and maintain request fulfillment process and associated procedures/tasks.• Will conduct and/or participate in recurring Request Management meetings with Customer/Teams.• Will assist other IT Service Management Teams as necessary providing statistics, suggestions, and enhancement opportunities.• Will collaborate with other suppliers on issues/tasks spanning multiple areas.• Will ensure collaboration between requestor, supply chain, and delivery teams.• Will assist in Service Catalog definition as well as Sample Request creation.• Will publish trend analysis, sharing periodical reports to internal and external consumers.• Will be responsible for Customer Satisfaction throughout the process.• Will guide all Customers to follow the Service Request Management process.• Will Coordinate and participate in Service Request Management system enhancement testing.• Will follow standard Change Management processes when promoting new services to Production• Will organize and assemble needed resources required to develop a solution/proposal/deliverableEducation, Knowledge and/or Experience:• Extensive experience in developing, engineering and improving IT Service Management processes.• Experience in creating, managing and maintaining process diagrams and process definition documents.• Experience in gathering and analyzing requirements to improve existing processes.• Experience in defining process metrics and KPIs.• Request analysis and trending experience.• Experience in analyzing performance data to demonstrate the effectiveness of the Request Fulfillment process.• Experience with user acceptance testing (UAT), including test script creation, execution and signoffs• Service Management Reporting experience.• Creation of Live Dashboards and associated analytics.• Use of Service Management Platform (ServiceNow, BMC/Remedy, UniCenter, HP, IBM etc. )• Experience in developing, managing, and maintaining the Service Request Management process and associated procedures.Preferred Skills (skills or experience that would be beneficial but are not required):• ITIL Foundation/Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)• Large business background (working in a company of similar scale)• Experience managing a Service Catalog• Experience in leading the transformation of business processes• Basic Project management skillsBehaviors• Ability to work well within a team to learn and share knowledge• Ability to work in dynamic environment with changing priorities• Ability to develop and maintain strong Customer and team relationships.• Ability to influence and collaborate with the Customer to gain approval of the requirements and design.• Customer focused with a passion and drive for Customer satisfaction and delivering business value.• High energy, innovative individual who is motivated by challenging assignments• Self-motivated, looks for and seizes opportunities to do more or to do things better.• Effective at managing multiple requests with conflicting priorities under tight deadlines• Strong communication skills with the ability to communicate technical issues to non-technical Customers• Ensures that regular and consistent communications take place.• Uses excellent communication skills, interpersonal, oral, and written• Expresses ideas clearly and concisely in both business and technical requirements.• Practices attentive and active listening.• Appropriately shares ideas and information with others.• High attention to detail and accuracy• Strong analytical, organizational, and problem-solving skills      EEO EmployerApex Systems LLC is an Equal Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 866-612-2739.        EEO EmployerApex Systems LLC is an Equal Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 866-612-2739.Learn More