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Business Analyst
Ref No.: 17-04851
Location: New York, New York
Position Type:Contract
Start Date: 06/01/2017
Location: 200 Madison Ave, New York, NY 10016
Duration: 6 month contract

Business Analyst
  • The key focus areas for this candidate will include:
    • Definition of Incident, Problem and Change management requirements and business-facing Service Delivery requirements.
    • Ability to determine and document a detailed overview of such operational functions as:
      • Incident reporting, triage and escalation
      • Problem management
      • Major incident escalation (actions, actors, roles & responsibilities)
      • Change Management
      • Infrastructure monitoring and alerting
      • IT Security objectives
      • Ability to identify and map existing processes
      • Define and create Service Delivery KPI models (POC through production ready versions)
      • Create standardized Service Delivery materials (SOPs and Work Procedures),
      • Create the rollout / training plan and materials for Service Delivery initiatives (project plan, PowerPoint decks, etc.),
      • Document/formalize all recommended Service Delivery lifecycle elements.

Required Skills:
  • 5-7 years' experience as an IT business analyst, identifying and gathering internal and business-facing requirements within global organizations
  • Thorough knowledge of operations, infrastructure and production support lifecycles
  • ITIL v3 Foundation certification and understanding of ITIL methodologies and how they are implemented
  • Excellent organizational, oral and written communication skills, with ability to convert abstract requirement concepts into tangible requirements
  • Self-motivated with an inquisitive / problem solving mentality, who can take ownership of a subject
  • Prior customer-facing (internal or external) requirements gathering experience a must
  • Experienced working to aggressive timelines
  • Bachelor's degree or higher or equivalent combination of education and experience
  • Working knowledge of Visio a must-have skill
Preferred Skills:
  • Working knowledge of ServiceNow a plus
  • Experience with SharePoint content management a plus