We are seeking a highly skilled and motivated Business System Analyst with extensive experience in enhancing and updating ticketing systems. The ideal candidate will have hands-on experience with Cherwell and Ivanti, and a deep understanding of IT Service Management (ITSM) principles. This role involves analyzing system functionalities, performing functional testing, and reconfiguring existing systems to improve efficiency and streamline operations.
Responsibilities
- Analyze current system functionalities and provide detailed documentation.
- Perform system functional testing, ensuring all processes and workflows are accurately tested and validated.
- Break down system functionality into forms, fields, and workflows for better understanding and improvement.
- Reconfigure and redocument systems to enhance operational efficiency.
- Identify incidents and problems within the system and apply appropriate solutions.
- Collaborate with cross-functional teams to gather requirements and implement system enhancements.
- Document new and updated processes in a style suitable for system development.
- Work closely with other teams to ensure alignment on system configurations and enhancements.
Qualifications
- Proven experience in enhancing and updating ticketing systems.
- Strong documentation skills with the ability to clearly articulate technical concepts.
- Experience with functional testing within Ivanti or similar platforms.
- ITIL certification (preferred but not required).
- Familiarity with system migrations and ITSM principles.
- Ability to analyze and break down system functionalities into detailed forms, fields, and workflows.
- Comfortable working with any ticketing system, with a preference for experience in Cherwell and Ivanti.
- Strong problem-solving skills with the ability to differentiate between incidents and problems effectively.