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ITSM Business Analyst (Senior)

Position: ITSM Business Analyst (Senior) – ERP Competency Centre
Based: Abingdon
Type: Permanent, full time
Salary: £65-70k

About the role:

This is an opportunity to take a key role in the establishment of the ERP competency centre that will run, manage and support the global ERP platform, driving performance improvement and commercial success in the years to come.

The Process Analyst will be responsible for the definition, documentation, monitoring and the analysis of service management processes within the ERP Competency Centre. As an ITSM subject matter expert, they will work collaboratively across all areas the global organisation to gather and clarify ITSM process issues, define requirements for process and ITSM capability improvements. Translate requirements into a continuous improvement roadmap to ensure current ITSM capability remains sustainable and be accountable for the delivery and monitoring of change within the ITSM context.

Key Responsibilities
• Establish standards for multiple ITSM processes, to include identification of interdependencies between defined processes desired aligned to industry best practice frameworks, e.g. ITIL, COBIT
• Collaborate with IT & Process Owners, and Process Stakeholders to gather and analyse needs, translating these needs into requirements
• Develop, evaluate, standardise and maintain new & existing ITSM processes that support IT processes, and make enhancements based on findings from analysis
• Create thorough and accurate documentation for all ITSM processes
• Provide leadership for the implementation of ITSM processes and the support their implementation within the toolset
• Partner with IT Leadership to ensure ITSM processes are understood, adhered to, and continuously improved
• Establish and support controls and procedures to review, assess, prioritise, & track compliance to requirements incorporated into service and process designs
• Define key management reporting of KPIs & metrics to subsequently measure, review & analyse the effectiveness & efficiency of ITIL / ITSM processes
• Communicate, liaise & conduct organisational change management with various departments in the organisation to facilitate implementation of new or improved process changes – verbally and/or through written documentation
• Develop training aids and conduct training of teams as needed to ensure teams have the needed knowledge to operate the process.
• Maintain up-to-date knowledge of industry best practice standards

Experience / Skills Profile
The ITSM Business Analyst utilise their advanced stakeholder management and business analysis skills alongside a developed appreciation for the design, implementation and operation of Managed Application Services to define requirements and design the processes that support the operation of a world class ERP Competency Centre.

Key Skills / Attributes should include:
• Solid experience in defining, updating, deploying and managing ITSM processes, roles and toolset to support ITSM practices
• Deep appreciation for Managed Applications Services, specifically for Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application environments.
• Strong experience designing and implementing ITSM led support services in global enterprise environments
• Advanced qualifications in the latest ITSM frameworks such as ITIL and COBIT.
• Strong collaboration experience across functional borders
• Experience of leading / facilitating workshops focuses on functional business processes
• Developed understanding of the design and establishment of global managed services
• Additional Information

What we offer you:

We will provide you with a flexible, friendly and creative environment to develop your skills and challenge yourself. We support our people to innovate, collaborate and build meaningful careers. Our network of people and knowledge will expand your horizons and give you access to a variety of interesting projects.

Our employees are rewarded with competitive salaries, opportunities to invest and many other benefits including: 25 days holiday + bank holidays, Option to purchase up to 5 extra days per year, Company pension scheme, Private Healthcare, Group Disability Scheme, Share Incentive Scheme, Life Assurance, Cycle to Work Scheme, Health Screening, Employee Assistance Programme, Professional Memberships

About RPS:

RPS is a leading global professional services firm of 5,600 people. We define, design and manage projects that create shared value in a complex, urbanising and resource-scarce world. Connecting with our global expertise we make it easy for our clients to create winning solutions for their communities and their clients. By being confidently pragmatic we solve problems that matter. We make complex easy.

RPS is an equal opportunity employer.