Job description

ITSM Business Analyst

Location: Exton, PA (Remote)

Duration: 12+ Months

Responsibilities:

Experience: (at least 5 years experience in the following areas):

• Familiarity with SaaS (Software as a Service) and cloud-based technologies

• Experienced understanding of the current ITSM tools and operational processes within the ITS

• Previous experience implementing an enterprise-wide ITSM tool

• Experience with ITSM integrations using tools/methods, such as Web Services, LDAP, IDAM(Identity Management System), and MS Outlook.

• Broad understanding of server, storage, PC, and network technologies as it relates to Configuration management activities.

• Working experience of Best Practices and the functionality provided by an out-of-box ITSM system

• General knowledge of IT functions, technologies, and services and their relationship with Compliance requirements.

• Excellent oral and written communications skills and keen attention to detail • Ability to lead small projects

• Knowledge of Pharma/Animal Health or similarly regulated businesses, preferred but not essential • ITIL and PMP Certifications highly desirable.

Project/work to be performed:

• Responsible for the creation of groups, permissions and escalation templates, Knowledge articles, Configuration Items (CIs), and subcategories.

• Ensure data accuracy prior to submission to the vendor for uploads.

• Partner with ITS Risk Management and Compliance Office to ensure the Service Management application is audit[1]ready and compliant with SDLC.

• Ensure all ITSM process deviations and CAPAs are recorded in the Compliance tool.

• Work with ITS organizations' CI "stewards to establish and maintain data integrity throughout the Service Management tool with particular emphasis on the CMDB data.

• Work with the ITS organizations to ensure the CMDB data relationship models are established and maintained. This will ensure accurate reporting by ITS organization/line.

• Participate in the creation, delivery, and client communications of the Zoetis Service Management strategic and tactical initiatives, including implementation of, and compliance with appropriate policies and standards.

• Ensure appropriate internal and external controls to deliver solutions that are permanently Disaster ready and Audit ready.

• Partner with ITS Risk Management and Compliance Office, as well as the Service Management application vendor, to lead the ongoing delivery and maintenance of the Zoetis CMDB relationship model and data mapping. Formulate CMDB module enhancement requirements based on user needs.

• Work with ITS teams (applications and infrastructure) to identify all integration points with related systems, i.e. IDAM (Identity Management System), Risk Management, etc.

• Coach users in the correct use of the Service Management tool, identify specific training needs within the organization and help define and maintain process standards.

• Partner with internal and external partners on improvement opportunities and initiatives. SOW Confidential

• Participates and captures meeting summary from the weekly Change Advisory Board (CAB) meeting where prior week and upcoming week Change requests are reviewed and discussed for impact

• Evaluate and approve/reject Change Requests on behalf of the Change Advisory Board (CAB) for Infrastructure and application teams.

• Provide backup on process-related tasks.

• Responsible for monitoring aged Incident and Change Requests by assignment group and escalating as appropriate.

Thanks and Regards,

David Jones

Phone: 908-360-8020

Job Type: Contract

Schedule:

• 8 hour shift

Experience:

• ITSM: 5 years (Required)

Work Location: Remote

Speak with the employer
+91 (908) 360 - 8020

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