Share this Job

Senior Business Analyst - ITSM

Apply now »

Date: May 14, 2022

Location: Rockville, MD, US

Company: NTT DATA Services

Senior Business Analyst – ITSM/Operations


Data and Analytics Consultants focus on both structured and unstructured data and analytics –leveraging techniques to extract and interpret information from multiple sources of data. Primary activities are focused on data management, strategy, quality, operations, governance, platforms and architecture.  Encompassed within these broader focus areas are data analytics, metrics analysis, risk modeling, reporting, measuring and monitoring.  Advises on strategic decisions, mitigates risk, and increases overall client efficiency.  May develop statistical models utilizing advanced coding and state-of-the-art analytical tools to uncover patterns within complex multi-variable data.  Typically, possesses a highly advanced mathematical, statistics, or computer science background along with strong business acumen in order to understand a client’s business requirements and challenges, as well as articulate recommendations/solutions that impact critical business decisions.


Job Responsibilities:

  • Observe and analyze current ITSM and customer support activities to identify opportunities for improvement.
  • Conceive, develop, advocate, and manage ITSM process implementations and quality initiatives
  • Build strong, collaborative relationships with all stakeholders at every level of the organization
  • Participate in agile process meetings:
    • Grooming
    • Daily Standup
    • Retrospective
    • Sprint Planning
  • Lead requirements gathering meetings and workshops; create detailed user stories suitable for process and technical implementation
  • Leverage the out-of-the-box ServiceNow functionality as much as possible.
  • Validate that implemented solutions meet or exceed acceptance and success criteria
  • Preferred Training/Certifications

  • ITIL Foundation
  • ServiceNow Fundamentals
  • Experience with implementing these ServiceNow modules/core processes:
    • ITSM (Change, Problem, Incident Management)
    • Service Portal
    • Service Catalog
    • Reporting
    • Performance Analytics
    • Configuration Management Database (CMDB)



6-8 years experience

Knowledge of ITSM best practices

Experience with ITSM tools, most importantly ServiceNow

Experience with enterprise level monitoring technologies

Working knowledge of data programming languages (Python, HTMLS, SQL, Azure Cognitive Services)





  • Demonstrated knowledge of data analysis and modeling tools.
  • Proficient knowledge of data structures and predictive modeling.
  • Capable of publishing modestly complex reports in Excel, Access, Power BI, Tableau or other statistical tools.
  • Able to design, write and test analytics applications, solutions and software according to approved design and standards.
  • Able to work with internal teams, consultants and clients to prepare complex data analyses and models to help solve client problems and deliver significant impact.
  • Demonstrated ability to communicate technical and analytical content in an understandable way.

Nearest Major Market: Washington DC

Job Segment: Computer Science, Database, SQL, Business Analyst, Testing, Technology