The IT Service Analyst II is responsible for performing business analysis and conceptual solution design of medium sized, moderately complex IT service-oriented projects. The Analyst verifies that service changes are fully documented, provides assistance with research, analysis, and documentation to clarify changes to services in the service management lifecycle. Collaborates with service owners, leaders, subject matter experts, end users, and technical staff to identify and understand business needs, design possible technology solutions and help implement and transition chosen solutions. Elicits and documents business requirements and creates appropriate business analysis documentation artifacts for both technical and non-technical audiences. Creates and updates standard procedures in the service management lifecycle. Supports service owners of OIT services throughout the entire service lifecycle including strategy, design, transition, and operations. Performs research within service areas and presents findings to service owners; analyzes and presents data on service performance to service owner for inclusion in reporting; researches and analyzes service financial trends and variances.
Duties include: 1.Solution Analysis – Analyze moderately complex IT service change (project) requests. Conduct discovery meetings with stakeholders. Perform background research on proposed product or solution. Contact vendor for references and/or discovery. Develop and document the functional and technical requirements working with IT professionals, subject matter experts, and stakeholders. Participate in RFI and RFP processes. Propose technical plans that are aligned with business objectives and technical requirements. Work with IT resource managers and service owners to establish a statement of work with effort estimates and project costs. Summarize and present possible solutions with their associated costs and, based upon the business and technical needs, recommend the optimal choice.
2.Business Analysis and reporting – Gather, analyze, and report on service-related data, including help desk tickets and other forms of monitoring, to inform service owner reporting on service level adherence and other general stakeholder reporting. Provides analysis and recommendations for budget forecasting for OIT services. Conduct in-depth business analysis on medium-sized, moderately complex projects that can include, but is not limited to: SWOT analysis, cost benefit analysis, return on investment, feature/gap analysis, feasibility analysis. Assist service owners and stakeholders with creation of a business case, funding proposal, and documentation of current business processes. Identify business process bottlenecks and research options to improve the process. Develop and document test plans. Assist clients with executing the test plans and obtaining sign-off.
3.Supporting stakeholder and user assessment – Support service owners with the use of tools and practices to assess user and stakeholder feedback for new, existing, and sunsetting service offerings. Analyze and report on findings and make recommendations for service changes.
4.Other Duties as assigned
Bachelor's degree or equivalent combination of education and experience.
3+ years of professional experience in business analysis, project management, product management, or related fields.
Demonstrated knowledge of business analysis concepts, practices and procedures with the ability to use in varied situations; excellent written and verbal communication skills.
Broad knowledge of IT services and technologies.
Basic knowledge in generating process documentation
Experience working on agile teams
Self-starter who is comfortable under pressure with the ability to execute with limited information and ambiguity.
Experience working with senior-level leadership.
Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment.
Planning Unit: Information Technology
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Sarah Riddlebarger ([email protected])
Employment Type: full-time regular
Salary is commensurate with candidate’s experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.
Internal Number: 34500
About Ohio University
Ohio University is home to one of the nation’s friendliest and most picturesque campuses. But more importantly, it’s where you can become part of a two-century tradition of excellence and embark upon a rewarding career that will make a real difference. From teaching and research to admissions, facilities maintenance, and residence life, our faculty and staff propel Ohio University’s mission of helping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.Ohio University is an equal access/equal opportunity affirmative action institution. For more information about Ohio University’s policies prohibiting discrimination and harassment, visit www.ohio.edu/equity.