IT Business Analyst III

IT Service Management Office Analyst - Analytics

This position will be part of the SMO squad within World Kinect overseeing Change, Release, Incident, Asset, Problem and Service Level Management processes.

This candidate will be responsible for leading and driving continuous improvement to our internal customers, by supporting the ITIL framework to improve processes and services.

Primary responsibilities include building and maintaining data analytics practices and dashboards to support continuous service improvement, Service Level and Problem Management processes. Driving Jira Service Management integrations in conjunction with developers.

A strong focus on the core Service Management processes such as Incident, Request, Change, Problem, and Asset Management and aligning to critical business outcomes.

What You'll Do:

Responsibilities include, but not limited to:

• Work closely with stakeholders to gather, document, and prioritize project requirements.
• Collaborate with developer to design and customize workflows in Jira Service Management to align with organizational processes.
• Design and implement integrations between JSM and other systems (e.g., CRM, ERP, DevOps tools).
• Identify and resolve issues related to JSM integrations and workflows.
• Build and maintain data analytics best practices and dashboards to support continuous service improvement, Service Level and Problem Management processes.
• Report on SLA/OLA results and provide input for functional and hierarchical escalations.
• Report on incidents and service request trends and provide input for problem management and continuous service improvement.
• Participate in and assist the facilitation of recurring Change Management and Release Management meetings.
• Interact with IT and business stakeholders to gather and verify asset information.
• Develop, measure, and analyze SLAs and Key Performance Indicators (KPIs).
• Design and generate metric reports; status and performance reports for staff and senior management.
• Review Change Management Requests (CMRs) to ensure the appropriate priority levels and details are provided in accordance with defined policy.
• Facilitate, as needed, the coordination of Critical Incidents impacting the business until resolution.
• Schedule and conduct post incident reviews with the resolver teams.
• Produce metrics and assist with the identification of root cause for reoccurring incidents.
• Serves as coach, advisor, and contributor regarding the ongoing development of Service Management framework and Continuous Service Improvement Projects
• Working with IT and Business team members define KPI's/metrics for various processes to drive improvements of services and report on

What You'll Need:

Qualifications:

• Minimum of 4 years of experience with ITIL service management implementation specifically around Continuous Service Improvement, SLM and Problem Management.
• Proven CMDB experience in IT Asset Management.
• Proficiency in using CMDB tools and software.
• Solid experience with developing reports and dashboards preferably using Power BI.
• Design and implement integrations between Jira Service Management (JSM) and other systems (e.g., CRM, ERP, DevOps tools
• Experience with JSM or similar ITSM system, its workflows, and how APIs work can be enough for basic integrations.
• Minimum of 3 years of experience in an IT Infrastructure support role
• Expert in Microsoft Office Excel
• Bachelor's Degree in related field
• ITIL V4 Foundations Certification or higher preferred
• AWS Cloud Practitioner desirable
• Understanding of Quality Assurance principles; testing methodologies, tools and techniques; Distributed technologies and architectures; Software development lifecycle methodologies
• Leadership skills
• Ability to drive strategy and direction
• Customer obsession
• Comfortable with ambiguity
• Adaptable to change
• Take responsibility and accountability
• Inspire confidence and motivation
• Seeks and utilizes feedback
• Learning agility

Signs That You're a Strong Candidate:

• You have experience helping organizations design and implement ITIL best practices
• You have experience building and maintaining Dashboards.
• You have experience integrating ticketing system workflows
• You are familiar with Cloud Infrastructure concepts
• You have some infrastructure support experience
• You focus on the overall excellent customer experience rather than only on technology
• You inspire confidence, motivation, and creativity in a team environment
• You show caring and understanding
• You seek out clarification and embrace the unknown without needing direction
• You seek and utilize feedback positively