At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Services Knowledge Management Office and Business Process team is looking for an experienced Business Systems Analyst to join our global team. In this role, you will work as a part of the Knowledge Management Office team to provide the framework, tools, training and support to enable functional teams to improve their day-to-day knowledge and content management and project delivery excellence. Your focus will be with the the services organization, which includes technical roles such as consultants, architects, project managers and solutions architects. You will work closely with the change management project manager to communicate upcoming changes or challenges. You will also work closely with the principal business process project manager to ensure proper requirements gathering, use cases and vetting with stakeholders. As a Business Systems Analyst, you will partner closely with the corporate IT experience team members who implement our tooling.
Primary job responsibilities:
Understand all administration of the Knowledge Management Office tooling portfolio
Serve as the technical, system and domain expert of the Knowledge Management Office team
Collaborate with the IT experience team members
Facilitate requirements-gathering workshops with stakeholders and document processes
Work closely with the principal business process project manager to ensure relevant use-cases and vetting with stakeholders
Create user stories and acceptance criteria that capture end-user needs
Utilize business system analysis skills to make decisions about requirements, prioritization and implementation
Communicate upcoming changes and challenges to the change management project manager
Assist the change management project manager with creating technical training materials for end users
Train knowledge specialists as new features are tested and released
Manage service tickets for Knowledge Management Office tooling in ServiceNow
Work with the tool vendors as needed
5+ years experience in systems business analysis or technical business analysis
Experience in GSuite required; experience with AODocs a plus
Experience working in the IT industry; remotely, with global teams and executive-level stakeholder management is a plus
Experience managing a helpdesk ticketing queue; ServiceNow experience is a plus
Experience with collaboration tools like Trello or JIRA
Excellent verbal and written communication and presentation skills
Ability to work with minimal supervision and manage multiple assignments
Solid problem-solving skills with the ability to make decisions as needed
Demonstrated ability to employ research and think analytically
Demonstrated teamwork and leadership skills, ability to guide others
Bachelor’s degree from an accredited institution
Experience with Content Management System (CMS) administration, Google Suite administration and integration with other applications is a plus
Working knowledge of agile delivery methodology and business analyst certification is a plus
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