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ITSM/ITIL Business Analyst
Ref No.: 18-09720
Location: Denver, Colorado
Job Summary
Under general supervision, the Business Continuity Incident & Problem Management Architect works for the Business Continuity & Disaster Recovery (BCDR) Manager and is responsible for implementing the departments Incident and Problem Management standard work processes (ITIL defined).
The primary objective in Incident and Problem Management is to prevent downtime for the organization. When incidents or problems are unpreventable, identify those downtimes causing the most adverse impact to essential business processes across all our client's departments/service lines and ensure these impacts are minimized.
Strive to reduce the number of recurring downtimes by performing frequent and regular analysis of incident records (IR) and problem reports (PR) in order to identify trends as soon as they become discernible.
· Conduct detailed categorization and analytics of incident/problem data to produce meaningful and actionable reporting of all downtimes;
IT department senior managers and our client's executive staff use this critical data to ensure Unacceptable Service Interruption (USI) prevention strategies are maximized.
Step into a leadership role representing the BCDR manager when he/she is unavailable.

Minimum Qualifications
Education
1. Bachelor's degree required. Concentration in Business Administration, Computer Science, or related field preferred.

Experience
1. Five years IT Operations experience required.
2. In lieu of a Bachelor's degree, eleven years IT Operations experience required.

3. Experience leading and facilitating small and large groups.
4. Two years of platform instruction experience teaching personnel how to use an ITSM tool required.

5. Two years of working with an IT Service Management (ITSM) software tool required. Cherwell experience is strongly preferred.
6. Two years of ITIL related Business Analyst (BA) experience preferred.
7. Two years of project management experience preferred.


Knowledge, Skills and Abilities
1. Strong small and large group facilitation skillset having the ability to collaborate with up to 14 teams in situations where individuals may be withholding (or reluctant to divulge) information.

2. Basic knowledge in the Business Continuity Resilience discipline and a basic understanding of Disaster Recovery and Resumption activities preferred.
3. In-depth technical knowledge of ITIL Reactive Problem Management and Proactive Problem Management.
4. Strong documentation editing skills.

5. Basic understanding of LEAN concepts and tools desired.
6. Knowledge of IT infrastructure and software application interdependencies.


Computers and Technology
1. Strong knowledge in MS Office suite, specifically Excel, Word, PowerPoint and Visio required.

2. Strong knowledge in Cherwell Service Management application is required.
3. Strong knowledge in Jira application is required.

4. Knowledge in Tableau preferred.
5. Knowledge in PolicyStat preferred.


Certificates, Licenses and Registration
1. ITIL Foundation certificate required.

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.
Our client is an integrated, efficient, high-quality academic health care system that is considered a model for the nation.