Business Analyst

Location: Remote
Duration: 3-month contract
Pay: $30+ W2 

JOB DESCRIPTION
Our Retail client with over $80B in annual revenue has over 2,000 stores, across 21 US states, with over 400,000 employees. This company is a leader in sustainable retailing with a passion for delivering excellence. By driving omni channel growth, efficiency in the shopping experience and continuing to develop with new technologies; this company is growing and developing continuing success. The leadership team strives for work-life balance for all its employees, with options for overtime if desired.

The Service Management Process Team (Change Management) is charged with governing and simplifying Information Technology Service Management processes across multiple internal and external teams and business partners.
RESPONSIBILITIES

• The Business Analyst will provide support for process governance, ad-hoc analysis, and reporting for the ITSM Process Management team.
• Apply analytical and problem-solving skills to maximize ITSM ServiceNow platforms. Incumbent will be expected to work closely with global, internal, and external IT teams and business partners.
• Collaborate with process managers/services owners to develop reporting metrics to identify and track areas of improvement
• Develop and contribute solutions to variety of problems of moderate to complex scope
• Work with Incident, Change, Knowledge, and Problem ticketing systems within ServiceNow tool
• Develop and maintain SOP documentation for internal Process Management team
• Assemble reports to document process status and changes
• Perform UAT testing
• Provide end-user training

QUALIFICATIONS

• Bachelor’s degree
• ITIL Certified
• Strong written and verbal communication skills
• Ability to apply ITIL and ITSM principles and concepts
• Experience with ServiceNow Incident/Problem and Change Management process tools
• Ability to prioritize tasks with minimum guidance
• Strong analytical and data driven approach to problem solving
• Ability to think outside the box
• Experience with MS office applications