Systems Analyst 3 - SA 24-18062

Job Title: Systems Analyst 

Duration: 6+ Months

Location: Austin, Texas 78751 (Telework Position)

Job Description:

We are seeking a Systems Analyst with strong experience in ITSM, ITIL governance, and project management to join our team. This position will support the implementation and improvement of IT service management practices, ensuring strategic alignment with business objectives. The role requires a mix of strategic and tactical thinking, along with excellent communication and collaboration skills to work across diverse teams.

Key Responsibilities:

• Apply ITSM and ITIL governance processes to improve service quality and operational efficiency.
• Strategically and tactically address service level issues, ensuring alignment with business needs.
• Communicate effectively across teams, providing clear oral, written, and presentation insights.
• Translate technical concepts into meaningful business discussions and actionable plans.
• Implement IT best practices and foster credibility and trust across IT and business teams.
• Collaborate with diverse teams to resolve service-level issues and ensure operational excellence.
• Manage IT outsourcing and managed services relationships to achieve business goals.
• Apply statistical, numerical, and analytical principles to measure and improve service outcomes.
• Drive innovative solutions to enhance service quality while balancing cost constraints.
• Adhere to project management best practices to deliver projects on time and within scope.
• Utilize ITSM tools such as ServiceNow and Remedy for effective service management.

Minimum Qualifications:

• 8 years of experience with ITSM and ITIL governance processes.
• 8 years of experience balancing strategic and tactical decision-making.
• 8 years of strong oral, written, and facilitation communication skills.
• 8 years of technical understanding with the ability to bridge business concepts.
• 8 years of hands-on IT service management experience implementing best practices.
• 8 years of demonstrated credibility and trust with IT and business managers.
• 8 years of experience working with diverse teams to address service-level issues.
• 8 years of knowledge in IT outsourcing and managed services.
• 8 years of proficiency in statistical, numerical, and analytical principles.
• 8 years of innovative thinking to improve service quality within cost and business constraints.
• 8 years of experience adhering to project management best practices.
• 8 years of experience with ITSM tools, including ServiceNow and Remedy.

Preferred Qualifications:

• 5 years of experience with Remedy On Demand.
• 4 years of ITIL V3 or V4 certification.
• 4 years of PMP certification.
• 4 years of experience in business process engineering.
• 4 years of technical writing and formal documentation skills.
• 4 years of experience with ServiceNow for external business partners and AWS cloud services.
• 3 years of experience in training delivery.
• 1 year of experience with ServiceNow security operations and DevOps tools like Jira and GitLab.