Our higher education client is embarking on a transformative journey to replace its ageing IT Service Management (ITSM) solution with a cutting-edge Enterprise Service Management (ESM) system. This strategic initiative aims to streamline and revolutionise service management across the organisation, enhancing operational efficiency in various departments. By advancing self-service and automation, the university seeks to significantly improve the customer experience. Additionally, the data generated will be leveraged to offer valuable insights into service performance and identify opportunities for process improvement.
Key Responsibilities:
- Requirement Gathering and Analysis: Collaborate with stakeholders across various departments to gather and document detailed business requirements for the new ESM system.
- Process Mapping and Improvement: Analyse current service management processes and identify areas for improvement. Develop and implement optimised processes to enhance efficiency and effectiveness.
- Data Analysis and Reporting: Utilise data generated from the ESM system to provide insights into service performance. Create comprehensive reports and dashboards to support decision-making and continuous improvement.
- Project Coordination: Assist in the phased implementation of the ESM system, starting with the ITSM replacement and gradually extending to other departments such as Student Success, Finance, and People and Development.
- Stakeholder Communication: Maintain clear and consistent communication with stakeholders, providing updates on project progress, challenges, and milestones.
- Training and Support: Develop training materials and conduct training sessions for end-users to ensure smooth adoption of the new system. Provide ongoing support to address any issues or concerns.
Qualifications:
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Proven experience as a Business Analyst, preferably in a higher education or IT service management environment.
- Strong analytical and problem-solving skills, with the ability to translate complex business requirements into technical specifications.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Proficiency in data analysis tools and techniques, with experience in creating reports and dashboards.
- Knowledge of ITSM and ESM systems, with a strong understanding of service management principles and best practices.
Preferred Skills:
- Experience with project management methodologies and tools.
- Familiarity with automation and self-service technologies.
- The ability to work independently and as part of a team, managing multiple priorities in a dynamic environment.
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