Business ITIL Process Analyst- Kansas City, MO

Date Posted: 02/12/2020

Equity Staffing is seeking a Business Process Analyst for an exciting opportunity with a major client located in the downtown Kansas City, MO area! This is a great opportunity for individuals who are self-starters, direct with excellent people skills and also have a solid understanding of ITIL and process flows!

Location: Kansas City, MO (Crown Center Area)
Salary: $85-95/k

Job Description:
• Provide oversight around new and existing processes, maintaining and improving ITSM process management policies in alignment with the ITIL framework
• Facilitate and lead ITSM meetings (Change Review Board, Daily Service Review, Major Incident Reviews)
• Reviews incidents, changes, problem tickets to ensure proper process is followed
• Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, and Change Management)
• Maintenance of documentation pertaining to ITSM processes and guidelines
• Identify and develop metrics and reports related to Incident, Problem, and Change Management
• Participate and provide oversight on support needs for new applications and services planned for delivery into companies Enterprise
• Plan and/or lead specific projects related to ITSM processes
• Assist the ITSM Manager in driving service management best-practice and process standardization across the organization, ensuring consistent end-to-end integration of the ITSM processes and identifying and planning for ITSM process improvement projects
• Lead monthly asset management reconciliation process

Requirements:
• Bachelor’s degree or 4 years of professional work experience.
o Understanding of ITIL and process flows
- Able to write and update ITIL processes from start to finish
• Knowledge and encompass the processes following:
- Change Management
- CMDB (Configuration management database)
- Incident Management.
- Hardware Asset management
- Knowledge Management
- Problem Management
- Release Management
- Reporting & KPI Management
- Service Request Management
- Software Asset Management
• Checks and Balances
• Knowledge of reporting in ServiceNow or similar tool (Axios, Freshservice, SolarWinds ServiceDesk, Jira Service Desk, Spiceworks Helpdesk, SysAid, BMC Helix ITSM, Ivanti Service Manager)
• Ability to sort through reports to track who is following the best practices
• Find discrepancies in reports and offer training or coaching to people who need to be educated on processes
• Solid foundation of incident management
- Resolving tickets and properly escalating tickets, if needed
- Best Practices
• SLA’s for Vendors – hold them responsible and coach them if needed.
• Soft Skills: Self-starter, direct, aggressive, thorough, people skills






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"I was so impressed with the outstanding service that Equity Staffing provided in placing me in my current position.  I wasn’t sure I would be a good candidate for this position, but my recruiter and Equity’s Account Manager took the time to go over the job description and how my experience and skill set would fit in perfectly with this job assignment.  I am glad I took their advice, because I am now on contract with a great company working with a professional staff and learning how to support a management team in an industry I have never worked in before.” 

Lisa M.

Denver, CO

“I’ve been an IT contractor for 9 years, and in that time I’ve been exposed to numerous IT staffing firms and consulting agencies, big and small.  Equity impressed me immediately.  My recruiters quickly and efficiently connected me with a great tech company whose needs in both personality and tech proficiency matched my wheelhouse in addition to a healthy dose of career progressing tech challenges.  And a 12 minute drive from my house no less.  That’s huge for me.  They were willing to meet face to face before the client company interview which, in my experience, is critical to the staffing firm / contractor relationship.  Equity is organized, modern, and professional, and my recruiters were very pleasant to work with, responsive, and generous with their time.  I’m grateful for all they’ve done for me.”

Christopher S.

Minneapolis, MN

“Working as a consultant for Equity Staffing Group has been a wonderful experience.  My recruiter was a true professional throughout the entire process.  Equity separates itself from other staffing companies I have worked with in past because they provided wonderful customer service, they had benefits offerings,  the onboarding was easy and efficient but best of all they followed up with me prior to my assignment ending and found my next assignment shortly afterward.  I highly recommend the professionals at Equity Staffing Group!”

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Atlanta, GA

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