MUST HAVE:
- IAM, ITIL/ITISM, Service Now, and Healthcare experience
- Experience capturing Use Cases & Business Requirements
- Experience with customer follow up for production issues
- Experience taking notes/minutes during meetings
- We have an immediate need for a full-time Business Analyst to interact with IT technical staff members and business staff members to collect, analyze and document data, business process flows, system flows, and policies and procedures for both current and future state related to identity and access management; as well as provide technical support for current identity applications.
Requirements:
- Hands-on experience in eliciting and documenting business and system requirements (including requirements for system interfaces)
- Strong communication skills
- Exceptional written skills, adept at taking notes and minutes at fast-paced, complex business and technical meetings
- Excellent verbal skills to handle tier II operational and customer support and resolution
- Experience in gathering, analyzing, and documenting data, business process flows, system flows, and leading/coordinating end users.
- Experience documenting business process changes and procedures
- Experience with process improvement methodologies
- Hands-in experience providing front end technical support to users of technology products or services.
- Experience with system interface creation SDLC.
- Experience with developing and running SIT and UAT
- Ability to collaborate and coordinate activities with internal and external IT staff, Project Managers, and vendors to understand and document technical requirements and tasks.
- Experience working with a wide variety of technical and non-technical staff at all levels.
- Experience with vendor solution assessments and implementations.
- Proficient in Microsoft Office Suite, including Visio and SharePoint.
Preferred Experience:
· Experience in academic institutions or large integrated healthcare environment.
· Experience with complex system implementations/ solutions.
· Experience with an Identity and Access Management solution
· Experience with ITSM and ITIL
· Experience with Service Now
· Experience with customer service with both tier I and II support
· Experience with both waterfall and agile projects
· Experience developing training and/or marketing materials
Responsibilities:
· Will work as a team member and independently on assigned deliverables.
· Elicit and document business and system requirements.
· Document current and future state workflows, business and system processes, and changes
· Lead/facilitate meetings with IT staff, end users/stakeholders, and vendors. Document meeting minutes, follow up tasks, issues, and key decisions.
· Perform research and analysis tasks as assigned by the Project Manager.
· Identify barriers and risks and resolve as needed.
· Provide documentation and training to transfer knowledge to the operational support unit.
· Provide tier II operational customer support and resolution for identity management systems
· Gather and document new processes, policies, and standards
· Perform analysis/evaluation to implement process improvements
· Design, develop and implement testing plans
· Develop training and organization change management materials