Lead Solutions Analyst
Clarivate
- Kansas City, MO
- Permanent
- Full-time
- Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field.
- 5+ years as a Business or Solutions Analyst in technology specialized in Service Management solutions.
- 5+ years in gathering and documenting business requirements, performing system and business process analysis, and designing scalable solutions.
- Proven track record of successfully designing and delivering complex technology solutions.
- In-depth knowledge of business analysis methodologies, solution architecture, and project management principles.
- Understanding of service management principles (IT and Customer Service), methodologies, and frameworks (e.g., ITIL, COBIT) and their application in driving organizational effectiveness and efficiency.
- Solution experience with ServiceNow ITSM and Salesforce Service Cloud is preferred, including functional knowledge, and optimization to meet client requirements.
- Awareness of enterprise architecture principles and best practices.
- Familiarity with Agile methodologies and project management tools.
- Partner with an enterprise architect within the service management domain to drive strategy and design solutions that align IT and business objectives.
- Manage demand backlog of solution requests including assessment, prioritization, and alignment for delivery.
- Collaborate with stakeholders to understand their business objectives, processes, challenges, and requirements related to IT service management and customer support.
- Conduct comprehensive analysis of existing service management processes, systems, and tools to identify areas for improvement and optimization.
- Work closely with cross-functional teams and stakeholders to gather requirements, define scope, and develop solution designs that align with business objectives.
- Facilitate requirements gathering sessions and workshops with stakeholders to elicit and prioritize business requirements.
- Lead workshops and meetings with stakeholders to present proposed solutions, gather feedback, and drive consensus.
- Create detailed solution assessment and design documentation, including functional specifications, technical specifications and process flows for achieving solution.
- Provide expert guidance and support to clients throughout the project lifecycle ensuring alignment with project goals and objectives.
- Collaborate with project managers to track progress, identify issues, and mitigate risks.
- Provide domain expertise and guidance on best practices in ITSM and Customer Service, leveraging industry standards and frameworks.
- Conduct regular assessments and evaluations to measure the effectiveness of implemented solutions, identifying opportunities for further optimization and enhancement.
- Full time, permanent
- Hybrid position (2-3 days a week in the office)
- Must be located within a commutable distance to our Overland Park, KS office