OLA - Business Analyst

Description:

Overview:

Looking for a Business Analyst who will support us in implementing key ITIL practices across the organization. The candidate will have to hand-hold teams during the change and ensure adherence.

Roles & Responsibilities:

- Ensure that ITIL aligned processes are in place for each of the practices: Change, Release, Incident, Problem, Demand.

- Document the policies and SOPs that will govern how the processes are followed by the various teams.

- Create, update and maintain the related documentation.

- Setup reports and dashboards

- Send summary, key findings and notification mails

- Track adherence and highlight any gaps

- Present results and findings to leadership

- Handhold internal and external auditors and support with data and evidence requirements.

- Align stakeholders through your ownership and communication skills

- Constantly question the existing process for further improvement

Experience & Qualifications:

- At least 2 years experience as a Business Analyst.

- Experience in working with ITIL practices and Quality Management System within organization.

- Good understanding of Infrastructure, Event management, Demand Management and Configuration Management.

- Experience in preparing SOPs in the above areas or for SDM and SVT processes.

- Excellent skills on MS Excel, PowerPoint and Word.

- Prior experience setting up dashboard on Power BI, Tableau.

- Hands-on experience with tools such as ServiceNow, Remedy, JIRA, Azure DevOps is a plus.

- Experience working with multiple-functions and teams in driving implementation/adherence.

- Good understanding of agile and scrum framework. Exposure to Development and Testing practices is a bonus.

- Diversified domain experience including Travel/Transportation.

- Can set up reporting to leadership on implementation/compliance.

- Excellent communication skills.

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