Business Analyst Must Have ITIL Experience

eXcell - San Jose, CA (30+ days ago)3.6


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The Business Analyst in this position will be helping with the deployment of service desk / Cherwell implementation. S/He will be working with the team to develop iterations for the following area: Incidents, Problem Management, Knowledge Management, Portal Design, Integrations, and Change Management.

Collaborates with other IT staff and/or vendors on business requirements and the implementation of new features
Coordinates and participates in application upgrades and changes
Documents functions and changes to new or modified functionality
Participates in change processes and prioritization
Implements approved system enhancements, releases, and optimizations
Participates in research to determine if solutions to business requirements currently exist within the organization and if not, whether new solutions are feasible
Provides information and support to Instructional Designers to facilitate end user training
Provides input to the development of formal business cases when new or enhanced business solutions are proposed
Provides updates on fixes to known issues and planned updates and upgrades
Troubleshoots application issues and system error and escalates to Tier 3 or vendor as required
Work with the business to develop detailed user acceptance test cases and flows, including devising test plans, creating test cases, establishing protocols and appropriate testing environments, and coordinating testing
Keeps current on new features and functionality to create recommendations for process improvements, best practices, and utilization of the systems
Conducts research to determine if solutions to business requirements currently exist within the organization and if not, whether new solutions are feasible
Considers the impact to current and future business environments and processes, assessing upstream & downstream effect of system and reporting changes
Coordinates and participates in the evaluation of new module releases
Interacts with others to identify, prioritize, and recommend alternate solutions and risk mitigation strategies
Leads complex assignments involving software development life cycle, project planning, upgrade, build, optimization, resource allocation, and implementation
Leads the evaluation of new software and upgrades for complex solutions
Performs and/or coordinates complex assignments involving project planning, analysis, testing, monitoring, reporting, optimization, and implementation
Serves as escalation for troubleshooting application issues and system errors, and escalates to vendor as required

6 years of business system analysis experience
Ability to work effectively with business SMEs and technical leads to assist in the translation of business requirements
Intermediate knowledge of ITIL processes required and ITSM systems / process implementations preferred
Provide technical guidance and lead others
Promote and maintain a team environment
Test and validate business analysis findings and recommendations
Apply business analysis principles and practices
Utilize a variety of information technology platforms and operating systems
Design business processes
Document business processes and models
Analyze business requirements and identify possible solutions
Communicate effectively both verbally and in writing
Produce reports, documentation, research for the purpose of addressing customer needs
Engage with stakeholders and understand and respond to their needs in rapidly changing environments
Maintain effective customer relationships
Bachelor's degree from an accredited college in Computer Science, Information Technology, Business, or related field

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit