Process Analyst ITSM

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

Welcome to Peacock, the dynamic new streaming service from NBCUniversal. Here you’ll find more than a job. You’ll find a fast-paced, high-performance team of incredible colleagues that want to be at the epicenter of technology, sports, news, tv, movies and more. We work hard to connect people to what they love, each other and the world around them by creating shared experiences through culture-defining entertainment.  

As a company, we embrace the power of difference. Our team is committed to creating an organization that champions diversity and inclusivity for all by curating content and a workforce that represents the world around us.  We continue to challenge ourselves and the industry by being customer-centric, data-driven creatures of innovation. At Peacock, we are determined to forge the next frontier of streaming through creativity, teamwork, and talent.

The Business Analyst, ITSM will be part of the Reliability & Performance team and will provide support for developing the business processes, workflows, and requirements for the software systems used by the Direct-to-Consumer Technical Operations group to maintain daily operations for the business unit.  Such applications include Service Management (ServiceNow), Event Management/AIOps, ticket bonding, monitoring, dashboards, etc… The Business Analyst will participate in project scoping & scoping, backlog management, requirements definition, and product validation, among other tasks. 
   
Responsibilities include but are not limited to: 

• Define, document, and monitor the IT processes utilized by the Tech Ops team 

• Collaborate with process owners and stakeholders to define requirements, translate requirements into user stories, and work with the Product Owner and Engineering teams to incorporate the stories into backlogs. 

• Develop and ensure the execution of test plans to validate the successful development of all user stories prior to deployment, including the coordination of UAT with process owners as appropriate. 

• Work with Product Owner to implement intake process for all enhancement requests. 

• Create and analyze reports to ensure effectiveness of all ITSM processes for Tech Ops 

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or relevant experience. 

• 5 years experience as working in Information Technology Service Management 

• 2 years experience in developing and analyzing business processes and converting those processes into systems requirements 

• Expertise in ITSM/ITIL methodologies & aware of industry best practices 

• Deep understanding of ServiceNow  

• Familiar with the SDLC and Agile-like development frameworks. 

• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives. 

Desired Characteristics 

• Experience with a digital media direct-to-consumer business highly preferred 

• Data driven  

• Ability to understand large complex software systems and their interdependencies. 

• Availability to travel as required 

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $85,000 -  $105,000

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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