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IT Business Analyst

IT Business Analyst

Job Description

Job Title: IT Business Analyst

Job Location:
Dallas; TX

12 months

Job Description

The Business Analyst for Service Requests will be involved in the planning and establishment of core Request Management processes. This individual will be responsible for the complete request lifecycle from definition through Customer satisfaction. Included in the lifecycle are the definition, classification, approval, tracking and fulfillment of requests.

• Will assist other IT Service Management Teams as necessary providing statistics, suggestions, and enhancement opportunities.

• Will assist in Service Catalog definition as well as Sample Request creation.

• Will be responsible for Customer Satisfaction throughout the process.
• Will guide all Customers to follow the Service Request Management process.
• Will Coordinate and participate in Service Request Management system enhancement testing.
• Will follow standard Change Management processes when promoting new services to Production

Job Requirements

Required Skills:

Education, Knowledge and/or Experience:
• Extensive experience in developing, engineering and improving IT Service Management processes.
• Experience in creating, managing and maintaining process diagrams and process definition documents.
• Experience in gathering and analyzing requirements to improve existing processes.
• Experience in defining process metrics and KPIs.
• Request analysis and trending experience.
• Experience in analyzing performance data to demonstrate the effectiveness of the Request Fulfilment process.
• Experience with user acceptance testing (UAT), including test script creation, execution and signoffs
• Service Management Reporting experience.
• Creation of Live Dashboards and associated analytics.
• Use of Service Management Platform (ServiceNow, BMC/Remedy, UniCenter, HP, IBM etc. )

• ITIL Foundation/Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)
• Large business background (working in a company of similar scale)
• Experience managing a Service Catalog


For Further information regarding the job or to apply please contact (Piyush Kumaresh) at (972-244-7164) or email

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Industrial
Required Travel Not Specified
Job ID PK_TX_7164
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IT Business Analyst

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