Overview

The IT Service Management team is looking for a Business Analyst (for the Process Engineering Group) who can help us solve problems and lead Mastercard in ITSM process automation and best practices

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Qualification

• A Bachelor’s degree, preferably in IT, Management or related field. Master’s degree a plus.

• Proven functional knowledge of an ITMS tool is preferred.

• Proven ability to develop task plans, manage time effectively across multiple simultaneous project activities, and meet target deadlines

• Excellent communication skills (written and verbal), including presentation skills as well as the ability to clearly articulate process improvement solutions.

• A collaborative mindset with the ability to work in team environment, but also self-motivated to produce results with minimal direction

• Ability to form working relationships with groups of people from varied backgrounds, experience, and education levels

• Experience supporting executive level engagements, i.e., boards, committees and/or working groups.

• Ability to coordinate/communicate with engineers, technicians, and management to produce high-quality documentation

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Experience

• Professional experience working in a Business Analyst role for the process design and managing implementation of ITSM tools across the organization.

• Experience evaluating ITSM requirements and working with subject matter experts.

• Experience in the financial /banking or payment industry is preferred.

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Responsibilities

• Responsible for maintaining the Process Architecture and managing improvements to IT Service Management processes with special focus on incident and problem management.

• Analyzes workflows and processes to identify process inefficiencies and areas for improvement and provide recommendations.

• Coordinates ITSM process improvement and modernization efforts to methodologies and principles, including associated processes, tools, organization structure(s) and organizational culture

• Creates process change by integrating new processes to improve existing ones and communicating these changes to impacted stakeholders. Aligns to the incident reduction goal of the organization.

• Plans and implements approved ITSM process improvements and develops metrics and methods to measure performance of the processes for operational efficiency and cost effectiveness

• Maintain and improve a consistent communication methodology of the ITSM process through various methods through the organization.