Service Desk Business Analyst

This is a contract through June of 2016. It is available ASAP.

This project involves replacing current Service Desk ticketing tool (CA Service Desk Manager) with EasyVista. This includes implementing ticketing for ITIL processes such as Incident, Problem, Change, and Request. Work must be completed in accordance with the project timeline, which may be changed as the work progresses.
The project is already underway and the EasyVista system has been configured for basic functionality. The work that remains is to work with each area within IT to determine and document their specific requirements, create a design to meet those needs, configure and test the system per the design, train users, and implement into production.

- Strong demonstrated ability to serve as a liaison between stakeholders and technical teams (developers, testers, project managers, etc.) and help both sides identify, analyze, and evaluate options for implementing and improving the system.
- Ability to utilize business requirement content to inform system design, system and/or process documentation, and testing artifacts.
- Ability to thoroughly understand, document, and communicate linkages between business processes and system functionality.

Ability to think strategically and to anticipate and appropriately communicate risks and issues around code release management.
- Ability to design and document process workflows in Visio.
- Ability to analyze tickets from various groups to determine their work and the flow of their work.
- Baseline understanding of ITIL and Service Desk tools would be a key differentiator among candidates.

Analyze tickets to understand a particular group's work and workflow prior to workshops
- Assist Process Analyst in workshops
- Capture requirements, enhancements, capture notes, follow-up items, etc.
- Create workflows in Visio
- Assist with facilitation
- Assist with Design
- Review and help Service Desk Administrator build design document
- Participate in design walk-through and determine if anything was missed
- Research questions and follow up with customers for clarification and approval.
- Testing
- Consult with test lead on requirements, design, etc.
- Capture missed requirements
- Help test when needed

Training
- Create materials
- Perform demos
- Assist with training
- User Experience design
- Work with UED to determine how user friendly the user interface is and what to do to make it as good as possible
- Perform time and motion studies
- Reports
- Gather requirements for reports and document