IT Analyst, Service Management (Hybrid)
Eversource
- Berlin, CT
- Permanent
- Full-time
- 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
- 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.
- Prior experience in the utility industry is a plus.
- 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)
- 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
- 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
- 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.
- Work collaboratively within and across the organization to achieve “One Company” and other goals
- Recognize and address cross functional implications of your work
- Incorporate the diverse ideas and perspectives of team, colleagues, and customers in your work
- 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