Business Analyst

Place of Performance:

West Sacramento, CA

Position Description:

This experienced Business Analyst will:

• Facilitate collaborative workshops and interviews with key stakeholders to gather and document

comprehensive business requirements, ensuring alignment with organizational goals and objectives.

• Conduct in-depth analysis of existing processes and workflows, identifying pain points, bottlenecks,

and areas for improvement.

• Identify critical workflows and ensure the workflows fit within the normal configuration and

features of ServiceNow.

• Lead prioritization of workflows as needed for the effort’s prioritized phased approach.

• Lead and develop detailed process maps, flowcharts, use cases, user stories, customer journeys, and

other visual aids to illustrate current and future state process designs, fostering a clear understanding

among stakeholders.

• Collaborate closely with the ITSM/ITAM tool vendor to configure solutions that meet the

organization's unique requirements, ensuring seamless integration with existing systems and

workflows.

• Provide expert guidance and recommendations on industry best practices, and standards related to

ITSM and ITAM domains, leveraging previous implementation experience and lessons learned.

• Serve as a liaison between business stakeholders, IT teams, and implementation vendor throughout

the project lifecycle, facilitating effective communication, collaboration, and decision-making.

• Provide assistance with post implementation validation.

Background and Goals of the Project

The CalSTRS Technology Services (TS) Branch delivers technology products, services, and business

solutions which support all information technology systems throughout the organization including

implementation of enterprise projects. TS programs and projects utilize the System Development Life Cycle

(SDLC) methodology and Agile Development guidelines.

CalSTRS seeks to implement a new IT Service Management (ITSM) and IT Asset Management (ITAM)

system (a new tool, streamlined processes, related roles and responsibilities, and a post-implementation

support/maintenance plan) to replace the ITSM/ITAM system currently in place. This implementation effort

will utilize a prioritized phased approach.

CalSTRS ITSM/ITAM implementation project goals include:

• Leverage industry-standard functionality and features of the new system.

• Follow best-practice procedures and processes for IT service management to align to CalSTRS goals

– ITIL.

• Ability to easily scale, enhance, and configure Technology Services’ workflows to match the

growing future demands of the business (easier updates/upgrades/configurations to the system when

needed compared to the current system).

• Create an improved customer experience for users of the system no matter the role.

• Automate as many processes and services as possible.

• Provide self-services to the users to facilitate timely and efficient services.

The selected Business Analyst will be part of the CalSTRS ITSM/ITAM Implementation Project Team.

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