Business Systems Analyst 1 / Analyste des systèmes d'entreprise 1 (11705)

Location: Burnaby, BC, Canada
Date Posted: 10-04-2018
Request Management Tier 2 Systems & Service Analyst / Administrator 

Responsibilities include Business Analysis (working with customers & stakeholders to scope & map Catalogue Services and associated E2E Process); System Configuration (creating the service & process content in a Service Catalogue and automated Process Management tool); Training; Documentation; Project involvement and moderate project management; Go-live & ongoing Tier 2 support for customers, transactions, process, stakeholders; and overall accountability for the success & evolution of the Request Management Process/Service. 

Should have significant & relevant experience in IT or similar Service Desk environments; specific experience in Request Mgmt (ie: not just technical expertise); and strong skills in complex business customer service as well as collaboration in large complex enterprise environments. 

Valuable skills are Excel, Reporting, PowerPoint/Visio. 
Experience in ServiceNow (Service Now) is an asset (more than just having used it - should have experience in content/administration/development etc) 
Other relevant experience in web based business applications maybe helpful. This is NOT a "Developer" role, but knowledge/experience in application development may be beneficial.

Top 3 must have skills:
1. IT Support / Service Desk tier 2 / Service Request Management
2. Business Analysis (jr/intermediate), Reporting, Presentation
3. Service Now / ServiceNow support/analysis (not just “have used”)

Top 3 nice to have skills:
1. project mgmt
2. web development
3. sales / service management 
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