IT Analyst, Service Management (Hybrid) - Eversource

IT Analyst, Service Management (Hybrid)

This is a hybrid role. The first three months are fulltime in the office.

Our Team

IT Analyst, Service Management serves as a liaison between Eversource business area(s) and IT and has a detailed understanding of the business goals and objectives.  This position works closely with the product line managers to understand their business needs and collaborates with appropriate IT partners to resolve issues and suggest business solutions.  This position is responsible for collecting, clarifying, and translating their requirements into functional and technical requirements by collaborating on conceptual solution design options with IT. 

Responsible for anticipating and defining business requirements for new and/or enhanced products, services, or optimized IT processes.  This position consults in IT strategy and planning, workflow and process design, and product solution development.  The ITBSA is a leader and plays a key role throughout the lifecycle of small and large projects.

Essential Functions: 

• Leads and facilitates meetings and communications between IT services area, and informs team members on ongoing discussions;
• Leads or oversees workflow analysis in support of requirements identification;
• Evaluates business processes, anticipates requirements, uncovers areas for improvement, and facilitates solution development and implementation;
• Captures, analyzes and documents user requirements and user stories in support of a variety of project methodologies;
• Participates in the development of IT roadmaps;
• Identifies opportunities to improve current IT processes and acts as a champion for change;
• Ensures solutions meet business needs and requirements;
• Monitors industry activities and pursues independent learning opportunities
• Conducts reviews of business processes and develops functional optimization strategies where applicable;
• May participate in the development of user documentation and manuals, training materials and/or job aids, when necessary;
• May facilitate the Application Development and Support activities for small and large development requests; coordinating activities between internal and external development groups.
• Accountable for Capital Project Business cases and estimates and leads the presentation of said cases to the PMO and Finance.
• Works with the business to assess proposed enhancement request for value and completeness; May actively lead and contribute value to Business Priority Council (BPC) meetings for their assigned business area;
• Experience participating in procurement events (RFP/RFI) and supporting the development of statements of work.
• On-call service for service management office
• Storm Duty as required
• Support and knowledge of all ITIL & ITSM processes

• Technical Knowledge/Skill/Education/Licenses/Certifications:

  Technical Knowledge/Skill: 

• Requires business and general system knowledge and incorporates knowledge from other related disciplines to solve complex business/IT problems;
• Knowledge of ServiceNow platform ITSM, ITBM & Performance Analytics.
• Proven ability to quickly learn new applications, processes, and procedures.
• Exposure to multiple, diverse technologies and application development methodologies; has participated in a large project.
• Knowledge of one or more business domains, and a detailed understanding of how the domains relate and can be assembled into solutions that meet business and IT needs;
• Conducts business process analysis and the creation of current/future state process modeling
• Understanding and knowledge of IT service management (ITSM) – specifically demand management best practices and controls;
• Understanding and knowledge of IT standards and controls;
• Ability to work on teams and collaborate effectively with business and technical roles, including influencing stakeholders at different management levels
• Excellent analytical thinking, problem solving and business process optimization skills;
• Excellent written and verbal communication skills; excellent persuasion skills
• Excellent independent planning, organizational and time management skills;
• Competency in Microsoft applications including O365, Teams, One Drive, Word, Excel, and Outlook;
• Knowledge of Agile methodology and associated tools such as ServiceNow, Jira, VSTS and/or other Agile applications is highly desired;
• Knowledge of financial and cost models, and budgeting;
• Ability to balance the long-term (big picture) and short-term implications of potential solution decisions;
• Ability to manage competing priorities and a track record of following through on commitments;
• Ability to lead small high performing teams to deliver successful outcomes.

• Education:    

• Bachelor’s degree or equivalent experience.                       

• Experience: 

• Minimum 3 years of demonstrated application of Business Analysis skills or experience in IT;
• Prior experience in the utility industry is a plus.                        

• Licenses & Certifications preferred:  

• ITIL 4 certification

• IIBA Entry Certificate in Business Analysis (ECBA)
• IIBA Certification of Competency in Business Analysis (CCBA)
• IIBA Certified Business Analyst Professional (CBAP)
• IIBA Agile Analysis Certification (AAC)
• IQBBA Certified Foundation Level Business Analyst (CFLBA)
• IREB Certified Professional for Requirements Engineering (CPRE)
• PMI Professional in Business Analysis (PBA)

Leadership Behaviors/Competencies:

Set and Communicate Direction and Priorities

• Know the business plan and how your role connects to it
• Identify problems, issues; take responsibility for resolution
• Set high standards for self; deliver quality performance
• Raise ideas for improvement
• Communicate, communicate, communicate

Build Trusting Relationships

• Follow through on commitments made to manager, colleagues, and customers.
• Address difficult or controversial issues and encourage others to do the same.
• Have honest dialogue with others

Manage and Develop People

• Set performance goals that align with department and company goals
• Meet regularly with your supervisor/manager to discuss your performance
• Seek opportunities to develop skills and gain knowledge through on the job opportunities, i.e. working on projects, attending meetings, etc.

Foster Teamwork and Cross-functional Collaboration

• Work collaboratively within and across the organization to achieve “One Company” and other goals
• Recognize and address cross functional implications of your work

Create a Diverse, Inclusive Workforce

• Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work

Lead Change

• Proactively seek out opportunities to improve business performance and customer service.
• Respond positively to new demands or circumstances
• Exhibit a “can-do” attitude to support changes in priorities and work processes

Compensation and Benefits

Eversource offers a competitive total rewards program.  The annual salary range for this position starts at $108,370.00 to $120,410.00, plus incentive.  Salary is commensurate with your experience.  Check out the career site for an overview of our benefits.

Worker Type:

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.