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Technical Business Analyst

3 months ago

Melbourne, Victoria, Australia Michael Page Full time
About Our Client

Our client is a leading infrastructure solutions provider based in Melbourne's CBD. They pride themselves on flexibility in the workplace and offer a hybrid working model.

Job Description

Key Responsibilities:

  1. Identity Management Review:
    • Conduct a comprehensive review of our current identity estate, focusing on documentation, processes, and stakeholder engagement.
    • Collaborate with key stakeholders across IT to understand existing systems and processes.
    • Produce detailed documentation outlining current identity processes, systems, and interactions.
    • Develop process documentation, system diagrams, and present findings to technical and C-level staff.
  2. Service Continuity Management (SCM) Enhancement:
    • Evaluate existing SCM processes, which are currently managed through spreadsheets and manual reviews by offshore teams.
    • Provide recommendations for process improvements and migration strategies to transition to ServiceNow.
    • Work closely with stakeholders to ensure seamless integration and adoption of improved SCM practices.
  3. ITIL Process Taxonomy Enhancement:
    • Assess the current categorization system for Service Management tickets (Incident, Change, Problem, Request).
    • Identify steps to transition to a more efficient system using CMDB data and improved categorization methods.
    • Collaborate with cross-functional teams to implement changes and streamline processes.
  4. Backlog Grooming:
    • Refine requirements for items in the ServiceNow development backlog.
    • Prioritize backlog items based on business needs and strategic objectives.
    • Work closely with stakeholders to ensure alignment and timely delivery of backlog items.
The Successful Applicant

Qualifications:

  • Proven experience as a Business Analyst or similar role, with a focus on technical projects and service management.
  • Strong understanding of identity management principles and best practices.
  • Familiarity with ITIL processes and ServiceNow platform is highly desirable.
  • Excellent communication skills with the ability to engage with technical and non-technical stakeholders.
  • Analytical mindset with the ability to identify areas for improvement and drive change initiatives.
  • Project management experience is a plus.