Business Process Analyst (Service Desk)
The Doyle Group is a proven partner for Placement and Consulting services, headquartered in Denver, CO. Our core mission is to forge genuine partnerships with our clients who seek strategic talent solutions and to assist highly skilled candidates looking for their next career opportunity. With over 30 years of industry experience, our consultative approach allows us to provide a higher level of guidance and insight, empowering our clients to secure top IT talent that fits seamlessly into their team and culture. We look forward to collaborating to help you achieve your career goals.
We are seeking a highly motivated and experienced Business Process Analyst to join our team and support Service Desk operations for a client in the public sector. The successful candidate will be responsible for analyzing, optimizing, and enhancing the processes and workflows within the Service Desk environment to ensure efficient and effective delivery of IT support services.
Key Responsibilities:
- Process Analysis: Conduct comprehensive analysis of current Service Desk operations, including incident management, request fulfillment, problem management, and change management processes.
- Identifying Improvement Opportunities: Identify areas for improvement, inefficiencies, and bottlenecks within Service Desk processes through data analysis, stakeholder interviews, and observation.
- Requirements Gathering: Collaborate with stakeholders including Service Desk staff, IT teams, and end-users to gather requirements for process enhancements, automation, and system improvements.
- Documentation: Document existing processes, proposed improvements, and requirements in detail, including process maps, workflows, and standard operating procedures (SOPs).
- Process Optimization: Develop and implement strategies to optimize Service Desk processes, streamline workflows, and improve service delivery efficiency while maintaining compliance with relevant policies and regulations.
- Technology Integration: Evaluate and recommend technology solutions to support Service Desk operations, including IT service management (ITSM) tools, automation software, and reporting dashboards.
- Change Management: Support change management activities associated with process improvements, including communication, training, and stakeholder engagement to ensure successful implementation and adoption.
- Performance Monitoring: Establish KPIs and metrics to monitor the performance of Service Desk operations, track key process indicators, and identify opportunities for further improvement.
- Continuous Improvement: Drive a culture of continuous improvement within the Service Desk team by facilitating regular reviews, conducting post-implementation audits, and soliciting feedback from stakeholders.
Qualifications:
- Bachelor’s degree in Business Administration, Information Systems, or related field.
- Proven experience working as a Business Process Analyst, preferably within Service Desk or IT support operations.
- Strong understanding of ITIL (Information Technology Infrastructure Library) framework and best practices.
- Excellent analytical and problem-solving skills, with the ability to translate business requirements into actionable process improvements.
- Effective communication skills, with the ability to interact professionally with stakeholders at all levels.
- Certification in ITIL, Lean Six Sigma, or other relevant process improvement methodologies is preferred.
