Business Analyst-ITIL

Job Title: Business Analyst - ITIL

rakesh.koyya@claranet.com

Location:

Job Type:

About Us:

The Business Analysis Team is part of Group Information Systems (GIS) which is a Claranet Group function and are responsible for the internal development, maintenance, support and documentation of new and existing functionality related to the business support systems that GIS provides to Claranet’s operating companies.

Job Description

Position Overview:

• Collaboration with business stakeholders to analyse business needs and gather and understand requirements
• Providing recommendations to streamline and optimise processes and align with the overall Claranet framework,
• Documenting full requirements, including page layout, fields, and workflows, defining user stories and acceptance criteria.

With at least 5 years of experience as a Business Analyst, you will serve as a key connection between business and technical teams by translating technical concepts to business audience and business information to a technical audience. You will manage incoming requests for ITSM integration projects and enhancements. You will perform testing of the deliverables; you will present the solutions to the requesters and facilitate the transition.

This role will support internal customers (the Claranet Countries that use ServiceNow and other GIS platforms) as well as working directly with external customers plus responsibilities for stakeholder management and project management.

Key Responsibilities:

• Partner with the ServiceNow and Business Analysis teams to determine the best technical solution to address the requirements that you gather.
• Understand business needs, analyse, and define priorities in the business context. Maintain comprehensive documentation for configured processes.
• Assist with the development and delivery of end user training. Provide support and guidance to end-users during the implementation and post-implementation phases.
• Communicate with stakeholders and update on request status and timelines.
• Partner with team members to develop project schedules, reports, and documentation.
• Analyse and evaluate existing business processes and systems to identify areas for improvement.
• Stay updated with industry trends and best practices to continually enhance business analysis processes.
• Create and maintain issue logs, schedule meetings, and take meeting minutes (when needed).
• Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.
• Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years’ experience as a Business Analyst, with a minimum of 2 years as an ITIL Business Analyst.
• Experience of designing solutions for ITSM systems is required; experience with ServiceNow is a plus but not a requirement.
• A strong understanding of ITIL and its application in a Managed Services environment
• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Exceptional communication and interpersonal skills.
• Fluent in English, both written and spoken.

Benefits

Our benefits package is comprehensive and there are specifics that depend on the country, you can count on:

• Competitive salary
• Health insurance
• Professional development opportunities and continuous learning
• Flexible work arrangements and a supportive work-life balance

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.