Technical Business Analyst (IT Service Management)
Job Description
OperAxis is hiring a Technical Business Analyst for a Heavy Equipment / Industrial Manufacturing client. You'll drive IT service performance through problem reviews, KPIs and SOPs, and lead onboarding of engineering software applications with vendors and business teams. Duration: 10 months Requirements • 10+ years in IT service management, service and vendor management • ITIL or equivalent ITSM certification • Building ServiceNow dashboards, and reporting in ServiceNow and Power BI • Service desk platforms such as ServiceNow and Jira • Incident, problem and change management • SLAs, KPIs, SOPs, and vendor and supplier management • Good understanding of IT infrastructure and support environments • Strong attention to detail and a results-driven approach • Bachelor's degree in organizational, service or vendor management, or a related field
Responsibilities
- Lead problem reviews, root cause analysis, trend analysis and audits with IT support partners
- Proactively find and investigate service problems, and implement or escalate fixes
- Create and analyze KPIs and report them to leadership
- Lead IT software onboarding for engineering applications with asset management, software vendors and business functions
- Develop and document onboarding processes that follow enterprise security, governance and controls
- Design, implement and evaluate SOPs and IT SLAs