Overview

« back Learn More Technology – Sr. Analyst Job #:  655499Technology – Sr. Analyst 15640Duration 18 months (Possibility of extending up to 3 years)***If you are interested and meet these requirements, please email Ellen Furby at efurby@apexsystemsinc.com***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):• Experience in developing, engineering and improving IT Service Management processes. 4-5 years• Experience in creating, managing and maintaining process diagrams and process definition documents. 4-5 years• Experience in gathering and analyzing requirements to improve existing processes. 3-4 years• Experience in defining, measuring and trending KPIs and process metrics. 3-5 years• Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes. 2-3 years • Use of a Service Management Platform. (BMC/Remedy, ServiceNow, UniCenter, IBM etc. ) 4-6 years• Experience in developing, managing, and maintaining the CSI process and associated procedures. 1-2 years• Demonstrated handling pressure and Customer engagement in critical/difficult circumstances.• ITIL Foundation Certification (or Higher)• Strong business background (working in a company of similar scale)• Ability to work in dynamic environment with changing priorities• High energy, innovative individual who is motivated by challenging assignments• Excellent communication skills, interpersonal, oral, and written• Effective at managing multiple requests with conflicting priorities under tight deadlines• Ability to coordinate and participate in operational reviews• High attention to detail, quality and accuracy• Strong analytical, organizational, and problem-solving skills• Strong customer communication skills with the ability to communicate technical issues to non-technical customers• Ability to work well within a team to learn and share knowledge• Customer focused with a passion and drive for customer satisfaction and delivering business value• Experience organizing and assembling resources required to develop a solution/proposal/deliverable.• Effective at developing and maintaining strong customer and team relationships.Preferred Skills (skills that would be beneficial but are not required):• Experience in leading the transformation of business processes • IT Service Management Process Ownership• IT Service Management Platform Implementation• IT Service Management Platform Development• Basic Project Management skills• Advanced knowledge and understanding of IT concepts• Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)• Experience with Kaizen and Six Sigma tools• 5S, Value Stream Mapping, SMED, Poke-yoke, or Kanban experience • Experience conducting attainment / sustainment auditsJob Responsibilities & Expectations of Employee (i.e., on-call/pager, shift work, extended hours, travel expectations):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.Core Responsibilities• Will provide leadership, guidance & support to the Continuous Improvement functions of Service Management.• 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. • Will participate in measuring numerous ITIL processes, and construct reports and relevant dashboards.• Will develop, manage and maintain Continuous Improvement Plans and associated materials.• Will conduct and/or participate in weekly/monthly Operational reviews with Technology leadership and process teams.• Will assist other IT Service management teams as necessary with statistics, suggestions, and enhancement opportunities. • Will collaborate with other suppliers on issues/tasks spanning multiple areas.• Will publish trend analysis, sharing periodical reports to internal customers.• Will support and share continuous improvement plans with effective communication across operational groups. • Will facilitate and manage innovation and organizational learning.• Will leverage the expertise of people across the organization.Team information (i.e., size of Team, Team make-up, future projects, Team strengths/weaknesses):This individual will be part of a larger Service Management organization (approximately ~25 people) which supports various ITIL Processes. This individual will be part of a multi-year technology transformation restructuring technology to better support our business. This individual needs to have outstanding Service Management experience and present themselves as a thought leader as well as have hands-on experience to implement continuous improvement after go-live of new processes and technologies. A thinker and a doer.Similar Industry Titles:Continuous Improvement Implementation Analyst          EEO EmployerApex Systems LLC, a division of On Assignment, is an IT staffing and services firm specializing in providing IT professionals for contract, contract-to-hire, and direct placements. Apex also offers recruitment solutions for other select professional skills and workforce needs. On Assignment divisions include: Oxford Global Resources (IT and Engineering), CyberCoders, Valesta Clinical Research Solutions, and Lab Support US, UK, The Netherlands and Belgium.Apex Systems LLC is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, 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