Rutgers, The State University of New Jersey, is seeking a IT Service Management (ITSM) Business Analyst for OIT- Enterprise Service Delivery. The ITSM Business Analyst is responsible for consulting with university-wide organizations to identify and clarify business needs. The incumbent determines viable solutions for the implementation and on-going operations associated with the Rutgers IT Service Management Office and the Rutgers University ITSM platform.
Among the key duties of this position are the following:
Responsible for researching and analyzing business functions and system requirements for process workflow design and technical design documentation.
The ITSM Business Analyst translates institution and technical needs.
Acts as a liaison between the university business units, Rutgers IT units, and the Office of Information Technology (OIT), the ITSM Business Analyst translates institution and technical strategies into workable IT service management projects and initiatives.
Responsible for managing the implementation, configuration, scripting, workflow programming/development, and on-going system administration for the select modules within ServiceNow.
Applies proven communication, analytical, and problem-solving skills to help maximize OIT's investment in the Rutgers University ITSM platform.
Supports the ITSM Systems Administration team as a secondary system administrator.
Minimum Education and Experience:
BA/BS degree in related field; or an equivalent combination of education and/or experience.
Requires a minimum of 3 years of relevant experience.
Required Knowledge, Skills, and Abilities:
Candidate must have:
Significant business analysis or systems analysis experience working in both the business and IT environment
Significant professional experience as a business analyst for an enterprise ITIL/ITSM platform
Experience defining business problems, creating business strategies, or identifying business opportunities
Proven experience with business and technical requirements analysis, business process modeling/mapping, and development methodology
Knowledge of and experience with ITIL/ITSM principles and concepts
Experience conducting facilitated workshops for requirements analysis
Experience creating workflows using formal notation such as Business Process Modeling Notation (BPMN)
Candidate must be able to demonstrate:
Excellent written communication skills. Polished verbal communication skills
Familiar with overall IT concepts, practices, and procedures
Excellent analytical and creative problem-solving skills
Ability to communicate and translate requirements between technical and business teams
Proficient in analyzing complex workflow processes and procedures
Willingness to observe and analyze patterns, trends, and correlations in Higher Education, technology, and business practices, and (re)train as necessary to remain current in modern IT service management and business analysis best practices, frameworks, standards, and methodologies
Experience in a Higher Education technology environment
Experience with IT Change Management
IIBA-certified Business Analyst certification
ITIL Foundation Certification
Experience as a business analyst or systems analyst supporting the implementation and on-going administrative support for ServiceNow ITSM
Familiarity with Navvia Business Process Modeling software
Knowledge of project management and business analysis methodology and software
Familiar with complementary IT service management frameworks, such as project management, business analysis, LeanIT, COBIT, DevOps, and Cloud Computing
Posting Number: 19ST2867
Location: Busch (RU-New Brunswick)
Internal Number: 93038
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.