• Business Analyst

    Robert Half Technology (Washington, DC)


    Description

    Key Responsibilities:

    + Collect, analyze, and report on key change management metrics such as change requests, approvals, implementation success rates, and post-implementation reviews.

    + Develop and maintain reports and dashboards in business intelligence tools (e.g., Power BI, Tableau) to track the status and progress of change management processes.

    + Analyze trends and patterns in change management data to identify areas for process improvement and risk mitigation.

    + Assist in the administration of the ServiceNow Change Management module, ensuring the proper setup and configuration of workflows and change processes.

    + Generate and maintain reports and dashboards within ServiceNow to track change requests and approvals.

    + Work with ServiceNow users to optimize the system, troubleshoot issues, and ensure accurate tracking of change requests.

    + Design and develop interactive dashboards and reports to provide key stakeholders with real-time insights into the status of change management activities.

    + Present findings in a clear, concise manner to senior leadership and business stakeholders, enabling informed decision-making.

    + Automate the delivery of regular reports to stakeholders to improve the efficiency of change management reporting.

    + Work closely with IT operations, project management, and change management teams to ensure alignment and transparency on change management metrics and status.

    + Provide analytical support for change impact assessments, helping teams identify potential risks or areas of improvement in the change process.

    + Support incident and problem management teams in relation to the outcomes of significant changes.

    + Continuously evaluate and optimize the change management process by identifying gaps or bottlenecks in the system and proposing improvements.

    + Assist in the development of best practices for tracking, managing, and reporting on changes, both in ServiceNow and across other systems.

    + Assist in defining and refining change management KPIs and metrics to align with business objectives and IT governance requirements.

    Requirements

    Qualifications:

    + Bachelor’s degree in business Intelligence, Information Technology, Computer Science, Data Analytics, or a related field.

    + 2-4 years of experience working in business intelligence, data analysis, or IT service management.

    + Experience with ServiceNow platform administration, especially in the Change Management module, is strongly preferred.

    + Familiarity with ITIL framework and change management processes is a plus.

    + Proficiency in business intelligence tools such as Power BI, Tableau, or similar data visualization platforms.

    + Strong knowledge of SQL for querying and manipulating data from various sources.

    + Familiarity with ServiceNow platform configuration, workflows, and reporting modules.

    + Experience with reporting and dashboard creation, especially related to IT operations and service management.

    + Strong ability to analyze and interpret data to provide actionable insights and recommendations.

    + Attention to detail and commitment to producing high-quality, accurate reports.

    + Ability to identify process inefficiencies and suggest data-driven improvements.

    + Excellent written and verbal communication skills to present data insights to non-technical business stakeholders.

    + Ability to work collaboratively with various teams and stakeholders, including IT, operations, and business leaders.

    + Ability to manage multiple tasks and prioritize effectively in a fast-paced, dynamic environment.

    + Comfortable working under deadlines and with changing requirements.

    Desirable Skills:

    + Certifications: ServiceNow Certified System Administrator, ITIL Foundation, or other relevant certifications are a plus.

    + Experience in data automation and scripting (e.g., Python, PowerShell) is beneficial.

    + Knowledge of IT service management processes and frameworks such as ITIL or COBIT is a plus.

     

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