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Lead Business Analyst – ITSM Platform Replacement
Ref No.: 17-04691
Location: Chelsea, Massachusetts
Title: Lead Business Analyst – ITSM Platform Replacement
Location: Chelsea, MA
Duration: 2 years (through June 30, 2019)
Work hours: 37.5 per week

Top Three Technical Requirements:
  • Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
  • Prior experience with a ServiceNow deployment in a large (10,000+ user) organization
  • Prioritize requirements and create conceptual prototypes and mock-ups

Our client is seeking a Lead Business Analyst who possesses strong Business Analyst skills, knowledge of Project Management methodologies (Agile/Scrum, Kanban, Lean, Six Sigma, Waterfall, etc.) and a background in IT Operations, ITIL and IT Service Management to lead the replacement of our ITSM platform. The selected candidate will be a key contributor to a number of work streams within the project such as, business process redesign, communication, training and collaboration with EOTSS, customer and partner stakeholders. The successful outcome of the project will establish a common and rationalized ITIL-based process and toolset across the Executive branch.
  • Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
  • Understand, document and analyze the "as is” and "to be” business requirements, processes and objectives
  • Prioritize requirements and create conceptual prototypes and mock-ups
  • Translate business requirements to system, functional and technical requirements
  • Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
  • Drive and challenge business units on their beliefs and assumptions of how they will successfully achieve their business objectives/outcomes
  • Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
  • Create a channel of communication between the business and application developers/administrators to get the job done without requiring Senior Leadership intervention
  • Develop end-to-end test cases
  • Coach and lead cross-functional project teams made up of internal and vendor IT resources
  • Interface, on a daily basis, with business leaders, individual contributors and a variety of IT personnel to ensure proper scope, resource allocation and dependencies are being addressed
  • Deliver project results predictably, on time and on budget.
  • Provide regular project progress measures and status reporting.
  • Identify and schedule project deliverables, milestones and required tasks, providing early visibility to schedules/milestones that are at risk
  • Leads project meetings and coordinates and facilitates communications with management and across teams
  • Create training materials and facilitate training sessions
  • Create and distribute internal and external organization change management communications
  • Collect and analyze metrics to enable and lead continuous improvement of processes

Preferred Qualifications:
  • 10+ years of progressive experience as a Business Analyst and/or Project Manager on large enterprise projects where Information Technology was a primary component
  • Prior experience with a ServiceNow deployment in a large (10,000+ user) organization
  • Bachelor's Degree in Computer Science, Information Systems, Business Administration or relevant work experience
  • Ability to work collaboratively with business and IT professionals
  • Ability to communicate clearly, confidently and effectively, both verbally and in writing
  • Ability to facilitate meetings and workshops in person and remotely
  • Ability to think and act analytically and strategically, solve problems and recommend approaches and solutions
  • Ability to act in a proactive and consultative manner with business partners
  • Ability to think creatively and to inspire others to do so as well
  • Experience in IT Operations, ITIL and/or ITSM processes and methodologies
  • Experience mentoring and coaching with practical experience coaching projects on agile adoption and implementation
  • Experience in client-facing roles and relationship building to develop a strong understanding of the business