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Business Analyst ITSM
Ref No.: 18-04628
Location: Long Island City, New York
Position Type:Contract
The Information Technology (IT) Business Analyst (BA) provides direct support to the IT initiatives by supporting the Project Manager in the development of materials in support of the planning and execution of IT projects. With the guidance of a Project Manager the Business Analyst will actively support all aspects of the ITSM /ITOM Transformation project from start to finish with a particular emphasis on requirements development and participation in project quality activities. The BA will also provide support to Workstream Owners and other key individuals during the project initiation / process design activities.

Essential Responsibilities
  • Actively support The ITSM / ITOM project from start to finish in accordance with the IT policies and processes, produce clear, detailed project scoping and design documentation to be used by technical specialists to build appropriate solutions
  • Elicit and develop clear, traceable requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and/or workflow analysis
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Drive and challenge business units on their assumptions of how they will successfully execute their plans
  • Collaborate with developers, architects, subject matter experts, and other IT team members to establish the technical vision and analyze tradeoffs between usability and performance needs
  • Attend workshops and document outcomes with regard to process design, workflow creation, documentation requirements, comms plans etc.
  • Assist in the development of business cases, considering financial, resource, and technological constraints; develops cost estimates with consideration to business impacts and risks
  • Ensure that approved requirements are developed in sufficient scope and detail to result in the delivery of a solution that meets customer needs as they perceive them;
  • Proactively communicate and collaborate with external and internal Crewmembers and Business Partners to analyze information needs and functional requirements and deliver the following artifacts: Functional Requirements; Technical Requirements, include architecture, interfaces, security and business continuity; process maps and other documentation as required.
  • Other duties as assigned
Preferred Experience and Qualifications
  • Working knowledge of industry standards in project management and development methodologies (PMBOK, MSF, SEI, Agile Methods, RUP, etc.)
  • Certified Business Analyst Professional (CBAP)
  • Working knowledge of ITIL (ITIL V3 foundation an advantage)
  • Knowledge of the ServiceNow platform
  • Working knowledge of risk management and quality assurance standards and methodologies
  • Experience in the commercial aviation industries with exposure to supporting IT systems and technologies
  • Demonstrated analytical and basic project management skills required, including a thorough understanding of how to interpret business needs and translate them into application and operational requirements
  • Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others, and able to foster and contribute to a positive, upbeat team environment;
  • Strong customer service ethic and an understanding of how IT is ultimately delivered to the Customer.