ITIL Business Analyst

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Eagle is currently seeking an ITIL Business Analyst for a six (6) month contract opportunity, scheduled to begin immediately.

Key Responsibilities

The successful candidate will be responsible for:

  • Documenting, maintaining, communicating the request management processes;
  • Ensuring organizational adherence to the request management processes;
  • Documenting and providing training and communication on process improvements;
  • Establishing and communicating the process service levels, measurements and performance metrics;
  • Planning for and managing of support tools and processes;
  • Managing continual process improvement;
  • Benchmarking process performance against established targets;
  • Monitoring and reporting on process performance;
  • Identifying and communicating opportunities for process improvement;
  • Initiating and sponsoring projects to improve the process;
  • Managing process changes, including proposed change review and approval. Communicates changes to all the impacted stakeholders and areas;
  • Ensuring training and communication mechanisms are in place to enable on-going process awareness and adherence;
  • Managing process governance including process quality review, compliance review and performance review;
  • Participating in other process initiatives and process reviews as part of process governance;
  • Identifying, analyzing, and synthesizing data to identify areas of concern and continuous improvement initiatives;
  • Measuring, monitoring, and producing reporting of KPI’s and metrics to drive process improvements;
  • Building, producing, reporting using Service Now as well as data exporting and analysis;
  • Ensuring process is meeting expectations and KPI’s to ensure quality experience for clients;
  • Reviewing of process compliance, and effectiveness and quality reports and action as required;
  • Action quality issues or inefficiencies within processes;
  • Weekly Operational Meetings; and,
  • Delivering and / or participating in process training.

Skills and Qualifications

The qualified candidate must have:

  • Five plus (5+) years in senior client service management roles;
  • Three (3) to five (5) years of experience in vendor or service provider environment;
  • Formal training in IT Service Management / Intermediate ITIL processes;
  • Contextual knowledge of Oil and Gas business;
  • Previous experience in business analysis and generating management reports;
  • Previous experience managing or working closely within multi-vendor supplier environment;
  • Extensive experience with ITSM tools and technologies;
  • Demonstrated experience in designing and implementing IT Service Management processes;
  • Knowledge and experience with business analyst best practices including demonstrated practical experience in applying them;
  • Strong analytical skills with the ability to monitor, review, and interpret data into information allowing for quality decision making;
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, managers, and subject matter experts;
  • Proven experience with use case and ‘day in the life’ scenario development;
  • Relationship management skills to influence and maintain effective collaborative relationships with people of different levels of the organization, both in technical and non-technical capacity;
  • Proven organizational skills and accuracy and attention to detail;
  • Demonstrated ability to set priorities and be results-oriented;
  • The ability to adapt and facilitate processes changes to align to evolving business; and,
  • Experience in defining, designing, and producing operational and management reports.

Don’t miss out on this opportunity, apply online today!

We would like to thank all applicants for their interest; however, only candidates under consideration will be contacted.  Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: June 05, 2018
  • Job Type: Contract
  • Job ID: 54889
  • Location: Vancouver BC