Business Analyst - IT Service Management (ITSM)

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

This position will be responsible for the analysis of business requirements and process workflows related to the IT service management practices across all IT functions at EVERSANA.  Drive process optimization for existing processes and new process development.  Play a key role in optimizing and standardizing workflows for IT service management functions.  Gather detailed and accurate requirements for system design.  The position includes: review, analyze, and evaluate business process and user needs against system structure.  Conduct effective requirement gathering sessions with various stakeholders such as technical, business, and manager roles.  Document requirements, define scope and objectives and formulate systems to parallel overall business strategies.  Prepare URS, FS, System Change documents, workflow diagrams, functional requirements and technical requirements documents.  Perform UAT and testing of new functionality. Deliver demonstrations and training to end-users. Proficiency in IT Service Management practices including incident, request, change, problem, asset, knowledge and release management is critical.  The position requires working across geographies and time zones.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Conducting kick off workshops, documenting fit-gap analysis
• Prioritizing requirements and create conceptual prototypes and mock-ups
• Gathering requirements through conversations, meetings, workshops, chats, or other channels
• Performing requirements analysis
• Translating business process workflows and stakeholder needs into clear functional requirements, user stories, and detailed acceptance criteria for ServiceNow solutions
• Partnering with ServiceNow developers and administrators to convert approved business requirements into technical build specifications, workflow logic, form designs, notifications, integrations, and reporting requirements
• Defining end-to-end process requirements, decision points, data elements, and system behaviors to support scalable and standardized ServiceNow platform configurations
• Reviewing proposed ServiceNow designs and configurations to ensure technical solutions align with business intent, process objectives, and platform best practices
• Performing data analysis and consolidation of the data using Excel
• Documenting and communicating the results of your efforts
• Coordinating meeting participants, UAT testers, and technical team members for effective requirements gathering
• Optimizing and evaluating process flows and documented workflows
• Ensuring solutions meet business needs and requirements and adhere to ITSM standards and best practices
• Performing user acceptance testing
• Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education College degree
• Experience and/or Training 5+ years of experience in IT Operations or IT Service Management disciplines, 5+ years' experience on the ServiceNow platform; data analysis skills and training; process optimization experience and training;
• Licenses/Certificates certification in ITIL v4; certification for ServiceNow platform (any will be considered)
• Technology/Equipment ServiceNow experience
• Competency in Microsoft applications including Work, Excel, PowerPoint, Outlook and Teams. 
• Detail oriented, analytical and inquisitive
• Extremely organized with strong time-management skills
• Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• Education (i.e. degree required)
• Experience and/or Training excellent analytical and problem-solving skills; excellent communication and collaboration skills, strong understanding of ITIL v4 and IT service management processes and workflows.
• Licenses/Certificates ServiceNow Certified Administrator
• Technology/Equipment (if applicable, the proficiencies required to perform the job)

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others. 
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity I create an environment of awareness and respect.
Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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