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Job Details

Business Analyst

San Jose, CA

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ITIL / ITSM - Business Analyst
San Jose
$60 to $70 Hourly
Employment Type
ITIL / ITSM - Business Analyst

This person will be working with the Bridges team to develop iterations for the following area: Incidents, Problem
Management, Knowledge Management, Portal Design, Integrations and Change Management. This position will be helping with the deployment of service desk/Cherwell implementation.
1. Skills Requirement:
• Provide technical guidance and lead others;
• Promote and maintain a team environment;
• Test and validate business analysis findings and recommendations;
• Apply business analysis principles and practices;
• Utilize a variety of information technology platforms and operating systems;
• Design business processes;
• Document business processes and models;
• Analyze business requirements and identify possible solutions;
• Communicate effectively both verbally and in writing;
• Produce reports, documentation, and research for the purpose of addressing customer needs;
• Engage with stakeholders and understand and respond to their needs in rapidly changing environments;
• Maintain effective customer relationships.
2. Experience Requirement:
Six (6) years of business system analysis experience,
* Ability to work effectively with business SMEs and technical leads to assist in the translation of business requirements
* Intermediate knowledge of ITIL processes and ITSM systems/process implementations preferred.
3. Education Requirement:
Bachelor’s degree from an accredited college in Computer Science, Information Technology, Business, or related field
4. Responsibilities:
• Collaborates with other IT staff and/or vendors on business requirements and the implementation of new features;
• Coordinates and participates in application upgrades and changes;
• Documents functions and changes to new or modified functionality;
• Participates in change processes and prioritization; implements approved system enhancements, releases and optimizations;
• Participates in research to determine if solutions to business requirements currently exist within the organization and if not, whether new solutions are feasible;
• Provides information and support to Instructional Designers to facilitate end user training;
• Provides input to the development of formal business cases when new or enhanced business solutions are proposed;
• Provides updates on fixes to known issues and planned updates and upgrades;
• Troubleshoots application issues and system error and escalates to Tier 3 or vendor as required;
• Work with the business to develop detailed user acceptance test cases and flows; including devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating testing;
• Keeps current on new features and functionality to create recommendations for process improvements, best practices and utilization of the systems;
• Conducts research to determine if solutions to business requirements currently exist within the organization and if not, whether new solutions are feasible;
• Considers the impact to current and future business environments and processes, assessing upstream & downstream effect of system and reporting changes;
• Coordinates and participates in the evaluation of new module releases;
• Interacts with others to identify, prioritize, and recommend alternate solutions and risk mitigation strategies;
• Leads complex assignments involving software development life cycle, project planning, upgrade, build, optimization, resource allocation and implementation
• Leads the evaluation of new software and upgrades for complex solutions.;
• Performs and/or coordinates complex assignments involving project planning, analysis, testing, monitoring, reporting, optimization and implementation;
• Serves as escalation for troubleshooting application issues and system errors, and escalates to vendor as required;

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