Service Desk Business Analyst

Profile

Provide support by defining business requirements, executing processes, conducting ticketing analysis, reporting and dashboard creation, and maintaining knowledge base.

This role focuses primarily on the execution of process, analysis and knowledge in support of the North America Service Desk. 

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB: 

• Work with internal teams to obtain an in-depth understanding of a product, procedure, process or reporting requirements.

• Translate requirements into actionable designs for Service Now to meet configuration and reporting needs.

• Perform testing of implemented features to ensure meet customer requirements.

• Analyzes, writes, rewrites and/or edits documents such as procedures, user manuals, technical manuals, and training & communication plans, to communicate clearly and effectively to a wide range of audiences.

• Produce high-quality reports and dashboards that meets applicable standards and is appropriate for its intended audience.

• Prepare data, metrics, and weekly, monthly management reports

• Conducts quality review of submitted knowledgebase articles, configuration items, and updates accordingly.

• Assists with management of Service Now CMDB used to track IT assets.

• Support team projects that enhance the efficiency of help desk services.

• Attend technical training sessions to advance technical and business knowledge, communication methodologies, and writing skills.

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QUALIFICATIONS & EXPERIENCE:

Experience:            

• Minimum of 2 years of experience in a process, analyst role.

• Experience with Service Now reporting and analytics

• Project Management experience a plus. 

Education:  

• Bachelor degree is required.

• Technical degree or experience is preferred.

Skills: 

• Demonstrate broad knowledge of enterprise applications, tools and operating systems.

• Proven working experience in technical writing with strong attention to detail.

• Ability to multi-task.

• Attention to detail and commitment to persistent follow-up.

• Proficient in Office Suite, including Word, Power Point, Excel.

• Experience with Service Now or other ITSM or Help Desk platform a plus.

• Excellent written skills in English.  

,industry:Retail,title:Service Desk Business Analyst,datePosted:2021-12-21T00:00:00.000 0000,@context:http://schema.org,occupationalCategory:Information Technology,skills:QA & Technology-Support Analyst, Senior Technical Support Analyst, Technical Support Analyst, Application Support Analyst, Senior Support Analyst, Customer Support Technical Analyst, Support Analyst, Software Engineer & Technical Support Analyst, Information Technology Service Desk Analyst, Application Support Specialist} Service Desk Business Analyst in Bridgewater, New Jersey, United States of America | Information Technology at PVH

Company info

PVH Corp
Website : http://www.pvh.com/