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Business Analyst
Ref No.: 17-05199
Location: New York, New York
Position Type:Contract
Start Date: 06/01/2017
Business Process Analyst
Duration: Long term contract
Location: NYC

  • The key focus areas for this candidate will include:
    • Review of current IT Service Management processes, identification of process of gaps and proposing / implementing solutions
    • Ability to determine and document a detailed overview of such operational functions as:
      • Incident reporting, triage and escalation processes
      • Problem management process
      • Major incident escalation process (actions, actors, roles & responsibilities)
      • Change management processes & dependent processes
      • Infrastructure monitoring and alerting integration with incident management processes
      • IT Security objectives and integration with operational processes
      • Ability to review existing/proposed processes and identify operational risks and propose and implement solutions
      • Define and create Service Delivery process KPI models
      • 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:
**Must have ITIL Certification and able to show proof**
  • 5-7 years' experience as a Lean business process analyst, identifying and gathering internal and business-facing requirements within global organizations
  • Thorough knowledge of operations, infrastructure and production support lifecycles
  • ITILv3 Foundation certification and Lean Process trained with demonstrable experience with designing and implementing Lean process design methodologies
  • 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
If interested and qualified please send resume in word format to

I look forward to speaking with you!