The IT Service Management Operations team focuses on the IT organization’s ability to deliver SLA’s, drive process effectiveness, and provide analysis of data which can improve team efficiencies to meet the needs of the UNFI business. The ITSM Business Analyst II is responsible for driving the operational effectiveness of IT Service Management processes across UNFI IT. Processes in scope include Incident, Request, Problem, Knowledge, Change, Configuration and Release. A key to success in this role is the ability to collaborate among stakeholders to successfully deliver outcomes.

ESSENTIAL FUNCTIONS:

Job Responsibilities

• Design and manage ITSM processes that are compatible with our service management application and aligned with organizational goals
• Manage and maintain ITSM process related media (documents, videos, presentations, etc.)
• Drive continuous improvement of processes based on data analyses and stakeholder feedback
• Communicate with stakeholders regarding process standards, expectations, and performance
• Provide data and metrics on service management performance
• Collaborate with other Service Management processes
• Monitor, evaluate, manage, and execute internal audits to ensure process compliance
• Assist in the gathering, analyzing, documentation, and validation of business and/or technical needs using data, interviews, and modeling techniques
• Research emerging industry best practices in IT Service Management framework and identify recommendations on how they can be applied
• Other duties as assigned to contribute to team and organizational goals

Total

JOB REQUIREMENTS:

Education/Certifications/or Equivalent combination of education training and experience:

• Bachelor’s Degree in computer science or related discipline or relevant IT experience
• ITIL v4 certification preferred

Experience:

• 3–6 years’ experience relevant IT experience
• 3–6 years’ experience working with process flow diagrams, data models, test plans, technical design documents, video production and business process documentation
• 3–6 years’ experience working in software, networks, databases, or other technology

Knowledge/Skills/Abilities:

• Knowledge of assigned service management applications
• Knowledge in Data Analytics and the ability to create data models
• Foundational technical writing and requirement gathering skills
• Experience creating instructional videos
• Organizational and facilitation skills
• Foundational interpersonal and consultation skills
• Foundational critical thinking skills
• Ability to work independently and break down and organize assigned work into workable tasks
• Ability to learn new systems, concepts, and procedures
• Written and verbal communication skills
• Customer focus
• Ability to collaborate across teams and work in a remote environment
• Ability to work with geographically dispersed teams

PHYSICAL ENVIRONMENT/DEMANDS:

• Some travel may be required.
• Most work is performed in a temperature‑controlled office environment.
• Incumbent may sit for long periods of time at a desk or computer terminal.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Incumbent may use calculators, keyboards, telephone, and other office equipment during normal workday activities.
• Stooping, bending, twisting, and reaching may be required in the completion of job duties.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.