Business Analyst / Process Modeler (ITIL/ITSM)

Immediate need for a talented

• Ensure that the CMDB data is maintained by following approved Configuration Management policies, processes, procedures, and control compliance
• Analyze the CMDB data to highlight data gaps and errors and take appropriate action
• Support the CMDB data certification process.
• Manage dashboards and support reporting requests
• Validate discovery results and troubleshooting as required
• Manage the day-to-day operational activities of the Configuration Management process
• Manage configuration management articles in the knowledge management repository
• Provide guidance and training to the configuration management users in support of the maintenance of the CMDB
• Support configuration management Process Owner as needed
• Communicate the importance and value of the process to stakeholders and end users
• Negotiate, and influence with key stakeholders/End users/Peers for achieving the desired outcome in alignment to company goals
• Apply a continuous improvement mindset in enhancing, efficiency, quality, and effectiveness of the process; Proactively identify process improvements
• Display understanding of performance metrics and its implications on the company goal & objectives
• Review data and effectively assess short & long term implications and offer recommendations where applicable

• Bachelor’s degree in Computer Science (or equivalent related field experience)
• Strong understanding of ITIL framework and IT Service Management processes and reporting tools
• General knowledge of IT applications, IT infrastructure, architecture of computer systems including cloud as well as networks, operating systems, and databases.
• Extensive knowledge in CMDB and Configuration Management processes including management of configuration items (CIs)
• Strong commitment to data quality
• Excellent interpersonal and communication skills; ability to work independently and as part of a team
• ITIL® Foundation certification desirable
• Knowledge of ServiceNow CMDB a plus
• Good communication skills and the ability to communicate appropriately at all levels of the organization
• Broad, enterprise-wide view and understanding of strategy, processes and capabilities, enabling technologies, and governance
• Experience working within cross-functional project team to understand business requirements and deliver process artifacts
• Experience in data analysis using tools such as Excel