Background:

CloudStratex (CSX) is a rapidly growing UK company that helps Enterprise clients effectively leverage next generation IT services and accelerate towards self-sufficiency. We do this by providing client-side incubation support with ready-made out-of-the box capability supported by smart, execution-focussed practitioners.  

We work with several clients e.g global insurance or global financial organisations to implement ITSM processes mainly using ServiceNow.  There are a number of forthcoming engagements which will require a Business Analyst with process requirements gathering/ design and documentation expertise.

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Justification:

Budgeted role for mid-level capability to support a variety of engagement types ranging from straight process engagements, to pulses, to tooling roll outs (probably on ServiceNow).  

Role Objective:

The Business Analyst assists the lead or works independently designing, developing and implementing Business and IT processes, conducting research and performing analysis required to support client projects.  

This eventually leads to the capture of business requirements in the form of user stories. You will work closely with the development team, managing the MoSCoW rating and point allocation workshops that will lead to the prioritised user stories being built out. You will also be heavily involved in testing (functional and UAT) and the management of user stories backlog

Client engagements

The BA may be called upon to perform any or all of the following:

• Work closely with Clients to understand and translate their business and technical requirements
• Organise and own workshops, capturing the output in the form workflows, minutes, actions, decisions, issues and risks
• Provide creative solutions to resolve business problems via agreed Client requirements, process gaps (ITIL or equivalent) and cultural challenges (people).   Often the solutions will be delivered on the ServiceNow platform, utilising existing Out of the Box capabilities
• Create use cases and document requirements as Stories for the Client to ratify and the Development Team to configure/build
• Assist in the documentation of integration requirements between systems for configuration by development teams
• For ServiceNow specific engagements, the BA may be asked to organise and own the scrum process (e.g., stand-ups, burndowns & story pointing).  This includes building and owning development sprints, technical development stories and any technical build documentation needed as part of a customer engagement
• Support the technical delivery of transformation projects based on the ServiceNow platform
• Review development outputs, e.g., forms and workflow
• Drive the testing of process & own the defect log
• Support for UAT with project team members
• Manage and oversee workstream risks, issues and client reporting, supporting Delivery Lead
• Provide guidance to junior resources and assist in growing and strengthening the practice capability.
• Ensure the project team understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures.  
• Report weekly internally and externally in the delivery reviews.  
• Chair/participate in project meetings. 

The BA will also be responsible for working within the practice methodology, and in collaboration with the customer project team to ensure governance processes are followed.   

Key Skills & Experience:

• Strong background within ITSM/ ESM process requirements capture, design through to implementation
• Knowledge of key ITSM processes across operations, transition, design, and improvement.  Specific examples of the following are beneficial:

1. Configuration Management
2. Hardware Asset Management
3. Demand Management
4. Service Introduction

• Strong capability for running workshops and demonstrated experience at capturing requirements
• Experience at data analysis and reporting.  MS Excel skills a bonus
• Experience at explaining complex issues via MS Powerpoint
• Experience at capturing and designing improved workflows
• Experience as part of a large team covering process and tooling implementation  
• Success driving complex issues through analysis and resolution    
• Experience of working collaboratively as part of a team or in a matrix environment  
• ServiceNow certifications would be beneficial   
• ServiceNow delivery / implementation experience preferred.  Notably experience of being part of a greenfield ITSM platform implementation from project initiation to go live.  

KPIs:

• Objectives to be agreed with the successful candidate

GDPR Responsibilities:

We have the responsibility to protect our interests, clients and staff around GDPR. You will complete training when you join which you will repeat annually. We expect you to adhere to our policies and standards regarding GDPR. Failure to comply with these are in a disciplinary offence.

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Reporting Line & CloudStratex Relationships:

Reporting to:

• Damian Fentham-Fletcher
• Victoria Page
• Roger Bennett

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