Business Analyst III - Expedite Technology Solutions

Responsibilities
Engage and facilitate ITIL strategy discussions that will result in rich, intuitive employee experiences utilizing IT Service Management practices and tools
Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy
Along with process owners, develop frameworks that comply with Business Technology Standards and deliver seamless integration with all ITSM practices
Work with ITSM process owners, internal teams and stakeholders to ensure ITSM processes are aligned across the organization and follow ITIL best practices
Promote awareness and adoption of ITSM practices and tools across the enterprise through proper training and channels of communication
Provide feedback, insight, and solutions into the effectiveness and efficiency of processes, teams, tools, and partners
Update practice documentation as authorized
Thrive in ambiguity and create clarity for Service Enablement Alignment & Strategy Office team
Deliver success through empowerment and accountability by modeling, coaching, and caring
Model - Live our culture; Embody our values; Practice and Promote our ITSM principles
Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn
Care - Champion and advocate for our customers in evolving their experience with ITSM practices and tool suites and the ability to use tools and automation to solve challenges
Be positive, inclusive, and collaborative so you can do its best work
Hybrid

Required Qualifications
4+ years of ITSM practice experience
Ability to drive ITSM frameworks, practice and policy adoption, and thrive in a work environment that requires strong problem solving skills and independent self-direction, coupled with an aptitude for team collaboration and open communication
Strong background in cloud and ITSM software for enterprise - part of your role will be collaborating with ITSM tools teams in building experiences that can connect to and integrate with a variety of other tools and technologies
Strong technical aptitude with excellent visual and verbal communication skills with ability to influence business and technical decision makers
Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders
Ability to work well independently as well as part of a team bringing a sense of urgency to the tasks at hand
High level of initiative, self-motivation, resourcefulness, collaboration and patience
Strong oral and written communication skills
ITIL v3 fundamentals certification or higher
The ideal candidate will be a self-driven individual with strong technical acumen, relationship building skills, and understanding our business:
Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves
Passionate about making others successful
Customer-obsessed with the focus to cut through the noise and build what our stakeholders need and not always what they want
Hungry to succeed i.e. you should be willing to take risks, fail fast (if needed) and try again
Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries