Full Job Description
Job Title: Analyst, IT Business Process
Job Location: Hyderabad
You will be part of :
The ITIL Business Process Analyst will assist with the design, documentation, implementation, and enforcement of Change Management, Problem Management, and Configuration Management processes and procedures; and facilitate process improvement activities in the IT Operations organization with the objective of driving operational excellence, efficiency, quality, and customer satisfaction leveraging industry standard frameworks and best practices such as ITIL.
You will be responsible for :
Assist with ITIL/ITSM change management process to ensure due diligence, including evaluating risk, ensuring approval, and recording of all changes to production systems
Facilitate in-depth investigations into critical and recurring incidents to minimize and/or prevent future service impacting events through the dissemination of workarounds and/or permanent corrective actions and root cause analysis.
Assist with development, execution, and oversight of software and hardware asset and configuration management processes.
Facilitate meetings across IT groups to gather and understand customer requirements for inter-related processes to ensure desired process integration and overall consistency and effectiveness across the enterprise.
Create end-to-end process narratives, process flow diagrams, and roles and responsibilities documentation.
Develop dashboards for tracking key metrics; conduct trend analyses; produce and distribute status reports.
Coordinate/facilitate training sessions and create self-service guidance related to change, incident, problem, and configuration management.
Analyze service performance to ensure conformance with IT and company objectives; recommend service changes to IT processes and opportunities for continuous improvement.
You will exist us :
Include demonstrated competencies and physical, mental, & interpersonal skills.
Ability to work independently with minimal supervision
Strong interpersonal and communication skills
Ability to prioritize and execute tasks in a high-pressure environment
Instinctive problem-solving mentality
Excellent group and meeting facilitation skills
Statistical/data analysis skills with strong attention to detail
Ability to communicate complex data in comprehensible ways
Good project management skills
Proficient with Microsoft Office products
Basic knowledge of ServiceNow (Change, Problem, Incident, and CMDB)
ITIL v3 or v4 Foundation’s certification
Commscope is an Equal Opportunity Employer.
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