As part of the ITS organization, ITS Strategy & Operations is responsible for delivering a world-class support experience to our employees. The IT Business Analyst will be responsible for implementing the team's operational support strategy by working directly with service owners and engineers across our organization to catalogue and assess services, document support designs, prioritize, and implement processes to support the applications they manage. In addition, this individual will help craft our critical incident response strategy.
location: San Francisco, California
job type: Contract
salary: $47 - 50 per hour
work hours: 9am to 5pm
- Partner with stakeholders to identify, curate, and maintain a catalogue of services, process designs, and runbooks - Conduct quantitative/qualitative analysis on the performance of critical IT management processes and develop recommendations to improve service delivery - Lead efforts to improve, automate and align with current processes to deliver world class support to our internal users - Develop processes and training to support services - Business and technical requirements Facilitation/understanding able to facilitate a requirements session - Curate and maintain accuracy and consistency of related support documentation and runbooks (Self help articles, macros, training material, support flows, & other documentation)
- Experience level: Experienced
- Minimum 7 years of experience
- Education: Bachelors (required)
- Customer Service
- Documentation skills
- QUALITATIVE ANALYSIS
- FUNCTIONAL SPECIFICATIONS
- OPERATIONAL SUPPORT
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.