Business Process Analyst
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Montgomery, AL 36107
ServiceManagement Office (SMO) – Business Analyst
EPA’s End Users Services (EUS) program
requires a strong analyst to support SMO leadership in investigating and
coordinating the design and content of new IT processes and/or reengineering of
existing processes in order to mature EPA IT’s services on or integrated with
The position involves modeling
IT business functions, processes, information flows and data structures, using
methodical and consistent techniques.
candidate will have the opportunity to solve complex problems, design
user-friendly interfaces, and optimize processes through automation.
The candidate will participate in the
assessment of risk involved in new initiatives, activities and technologies
that change business service processes through implementation.
The successful candidate is required to competently
cross functionally with EUS Managers/Supervisors, Technical Leads, Process
Owners, Service Owners, and EPA Stakeholders.
+ Conduct BusinessPractice Reviews to perform current state analysis of existing systems andapplications.
+ Collaborate withvarious groups to elicit requirements and translate needs and high leveltechnical specifications via agile stories in ServiceNow. Includes carrying outthorough investigation of requirements, and establishing possible interactionbetween different existing and future systems. Advises leadership on possiblesolutions for a particular problem/need, related costs and feasibility of suchsolutions.
+ Investigates andmodels business functions, processes, information flows and data structures,using methodical and consistent techniques. Specify information flows,processes/procedures, and data objects that will meet the businessrequirements. Participate in defining, planning and justifying initiatives todevelop/implement automated and non-automated components of new or changedprocesses.
+ Investigatesoperational requirements and problems, seeking effective solutions throughimprovements in information systems, data management, processes/ procedures,organization and equipment. Analyzes the underlying issues arising frominvestigations into requirements and problems, and identifies available optionsfor consideration and participates in leadership meetings and presents issuesand solutions.
+ Designs moderately complex solutionsand/or modifications using agreed standards and tools, to achieve a well-engineeredresult. Documents all work in accordance with agreed standards.
+ Collaborate with DevOps onconfiguring the ITSM tool (ServiceNow) to foster efficient and effective IToperations for the delivered services.
+ Supports DevOps and ensuresimplementation of designed standards/procedures where applicable.
+ Manages information collection frommany sources and maintains control of information in an organized manner.
+ Understand the relationships,dependencies and impact of neighboring business functions.
+ Authors process documents and aidProcess Owners with improvements to existing Plans, Processes, and WorkProcedures.
+ Uses quality models such as ITInfrastructure Library (ITIL) to aid process design.
+ Evolve into a subject-matter expertwho can easily liaise between IT and other organizations at EPA.
+ Forge collaborative partnerships and workeffectively with cross-functional teams and external business partners.
Required Education & Experience
+ Bachelor’s degree in technology, programming or business (May accept experience in lieu of degree.)
+ 3-5 years of relevant experience in performing work encompassed by this job description within the IT setting.
+ 2+ years hands-on technical experience in ServiceNow.
+ Experience managing multiple clients/stakeholders/projects simultaneously.
Required Qualifications, Skills, & Attributes
+ Has an understanding of process development principles.
+ Requires extensive understandingof business process and system requirements development to build baselinedocumentation and create agile stories.
+ Ability to create process flow diagramsbased upon information provided by process owners and stakeholders.
+ Ability to drive the definition ofprocess guidelines based upon stakeholder requirements and process goals.
+ Exceptional analytical andproblem-solving skills.
+ Ability to work independently in aremote environment, should be detail oriented, work in a team environment.
+ Ability to effectively articulateand present complex concepts and ideas to senior IT management, functional andbusiness teams.Excellentcommunication (oral and written), presentation and organizational skills.
+ Candidate must be self-motivated,proactive, positive, and enjoy the challenges of planning and solving problemsin a complex and unpredictable work environment.
+ Candidate must be able tomaintain records, meeting notes, and process materials for several concurrentprocess development assignments.
+ Ability to establish a solidworking relationship with Service Delivery Managers, IT Technical SubjectMatter Experts, and technical staff.
+ Value the importance of other’scontributions to group accomplishments and demonstrates this by showingwillingness to learn from others, including those who are less experience.
+ Call on others, to get theirperspective, background information and/or experience, and proactively liaisewith others to share relevant information.
+ Beyond solid program delivery andtechnical skills, have a proven track record in delivery execution underaggressive schedule demands with competing priorities.Provenability to achieve results in a fast-paced, dynamic environment with changingrequirements-adapt quickly and constantly adapt to moving targets.
+ Ability to drive issues to closureand work well within a deadline-drive environment.
+ Working knowledge of several processes including, but not limitedto Catalog Management, Configuration Management, Incident Management, ServicePortfolio Management, Demand Management, and Change management.
+ Solid understanding of the ITSM andindustry best practices.
+ Ability to make recommendations forchanges and improvements to tools and processes.
+ Must be able to obtain a Public Trust Clearance.
Desired Experience & Skills
+ Experience using Agile and iterative development practices and methodologies such as Scrum / Agile.
+ 3+ years experience with enterprise level data integration and technical management related experience.
+ 2+ years client facing experience implementing technical solutions.
+ Has moderate to advanced understanding of the intent of the process associated with IT project management, IT operations, and service management/delivery.
+ Able to produce conceptual model of future process state.
+ ServiceNow ITSM data model experience.
+ ITIL V4 Foundation Certification or ITIL V3 2011 Intermediate Certification
+ ServiceNow Certification
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