Senior Business Systems Analyst

Location:

Phoenix, AZ, US

Date: Nov 15, 2024

**Requisition ID** : 18030

**Join us in building a better future for Arizona!**

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

**Why Work at SRP**

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

+ Pension Plan (at no cost to the employee)

+ 401(k) plan with employer matching

+ Available your first day: Medical, vision, dental, and life insurance

+ Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)

+ Parental leave (up to 4 weeks) and adoption assistance

+ Wellness programs (including access to a recreation and fitness facility)

+ Short and long-term disability plans

+ Tuition assistance for both undergraduate and graduate programs

+ 10 Employee Resource Groups for career development, community service, and networking

**Summary**

The Senior ITIL Analyst serves as process owner for ITIL disciplines as they relate to current Service Management practices across the enterprise, and through to their facilitation in the ServiceNow platform.

Coordinating all aspects of ITIL service design & continual improvement processes, the role provides oversight and guidance of the end-to-end ITIL and related ITSM process, including service levels, risk, capacity, availability, service continuity, discovery, & CMDB/CSDM Reporting.

Reporting to the Sr Manager, IT Governance & Service Management, the Sr ITIL Analyst is responsible for the development of the overall ITIL roadmap and ITIL strategic direction, along with ITSM service-level agreements and governance.

This role is also responsible for ensuring that business needs, related to ITIL practices, are clearly understood, documented, and met.

They will work closely with business area ServiceNow platform users, subject matter experts and technical resources to support business requirement efforts, document functional requirements and design specifications, support, and success metrics for the ongoing operational needs of the ITIL/ITSM disciplines.

**What You'll Do**

+ Align ITIL processes with the organization’s strategic objectives, Including defining the process flow, identifying inputs and outputs, and establishing performance metrics.

+ Document and map current ITSM processes and perform gap analyses against desired or best practice outcomes.

+ Maintain comprehensive documentation for ITSM processes, ensuring that documentation is up-to-date and accessible.

+ Developing and regulating policy, standards, use cases, and new service onboarding.

+ Independently functions as a partner to the business to promote, identify and shape ITIL and Service Management objectives.

+ Partners with leaders to identify opportunities to evaluate, sequence and shape initiatives for strategic value.

+ Represents ITSM adoption in re-prioritization decisions with respect to the enterprise roadmap and SRP’s strategic goals.

+ Ensure adherence to ITIL best practices and alignment with organizational goals.

+ Define stakeholder expectations for service delivery and maintain that definition as it evolves over time.

+ Translate stakeholder expectations into measurable criteria (SLOs, SLAs, KPIs, metrics) by conducting thorough requirements gathering, ensuring alignment with business objectives, and defining clear, actionable, and achievable performance indicators to monitor and ensure service quality.

+ Generate regular reports and dashboards to provide insights into performance, trends, and areas for improvement, including resource utilization reporting.

+ Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate.

+ Facilitate effective communication to help leadership achieve a common understanding of success criteria and definition of the challenges that need to be solved for consistent success.

**What It Takes To Succeed**

+ A proven track record in business analytics, identifying and distilling requirements.

+ Skills in ITSM project management, ideally with a strong background in delivering strategic ServiceNow IT Service Management solutions

+ 10 years professional experience, including 5+ years championing organizational change (e.g., leading initiatives, products, services, or interactions) preferred.

+ Project experience utilizing Agile and Waterfall project methodologies for technical or software development, preferred.

+ Preferred certifications: **ITIL V3 or V4** Certification.

**Experience**

+ Bachelor's Degree and 5 years relevant experience in Computer Science, Information Technology, or related fields.

+ 3+ years business analyst, system analyst, or related IT analytic experience.

+ Willingness to take and pass requirements to become **ITIL V4** certified in the first 4mo. of employment (if not currently certified)

**Nice-to-haves**

+ Professional experience in working with ITIL and ITSM practices in association with the ServiceNow

+ Platform, versions Utah or higher.

+ ServiceNow Certifications such as Certified Implementation Specialist (CIS) or other relevant designations.

+ ServiceNow Certified System Administrator (CSA).

+ 3+ years Business Analyst or related IT analytic experience.

+ Experience working in and following AGILE based SDLC.

**Education**

Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.

**Hybrid Workplace**

SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).

**Drug/Alcohol Policy Statement**

To promote the safety and well-being of our employees, customers, and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.

**Equal Opportunity Employer Statement**

Salt River Project (SRP) is committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status, or any other protected status under applicable federal, state or local law.

**Work Authorization**

All candidates must be legally authorized to work in the United States.

Currently, SRP does not sponsor H1B visas, OPT, or other employment-related visa's.

**Nearest Major Market:** Phoenix