Business Process Specialist jobs in Santa Ana, CA

Description:
Seeking an experienced IT Service Management analyst in support of a managed services engagement for a major Public Sector account. The selected candidate will be responsible for Change and Incident Management processes as well as Service Level reporting. The ITSM analyst will collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our client.
DUTIES & RESPONSIBILITIES:
- Perform day-to-day management of the change management process, for example, reviewing change requests with internal teams; ensuring changes have sufficient resources assigned and are complete, reviewing planned changes with the client
- Manages the weekly CAB Review meetings
- Perform day-to-day management of the incident management process. Ensures teams are following up on their ticket queues and meeting service levels. Manages incident management review call with internal teams
- Provide analysis, guidance and measurement of our infrastructure and technology providers' performance against committed service levels.
- Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data
- Review and maintain ITSM Process and Operating Procedures
- Review policy, processes, procedures, and work instructions to identify and implement improvements
- Participate in defining, planning and justifying initiatives to develop/implement automated and nonautomated components of new or changed processes
- Understand the relationships, dependencies and impact of neighboring business functions
- Responsible for building and maintaining internal and client relationships that can be leveraged to support the achievement of business objectives.
- Works independently or as a project team member. Works on small to large, complex issues that require increased skill in multiple environments and knowledge of one or more specific products (Microsoft Sharepoint, ServiceNow, Excel)
- Provide administration support of internal Microsoft SharePoint sites
- Develop / manage ad hoc ITSM reporting requests
- Manages the security access control process for granting access to various systems in the
environment
Qualifications
- Bachelor's Degree in Computer Science, Information Systems or other related field
- 5 years of IT experience in development and/or support functions in an ITIL delivery model
- 2 years hands-on experience in ServiceNow
Required Experience/Skills
- Exceptional analytical and problem-solving skills
- Ability to work independently in a remote environment
- Solid understanding of ITSM and industry best practices.
- Ability to establish a solid working relationship with Service Delivery Managers, IT Technical Subject
Matter Experts, technical staff and business leaders
- Working knowledge of several processes including Configuration Management, Incident
Management, and Change management.
- Ability to make recommendations for changes and improvements to tools and processes.
- Proficient skills in Microsoft Office products including MS Excel and Powerpoint
- Excellent written and oral communication skills.
- Demonstrated ability to facilitate and lead virtual meetings
- Must be able to pass the California Department of Justice and FBI background check process
Preferred Experience
ITIL V4 Foundation Certification
Skills:
ServiceNow, Change Management, Incident Management, Communication skills
Additional Skills & Qualifications:
Heavy interface with California Judicial Council, Must be able to work/support California Time Zone
Must possess excellent ServiceNow skills
Must have Thick Skin to communicate with Gov't personnel
Experience Level:
Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.