Biz2X - ITSM Lead Analyst

About Biz2X

Biz2X is the leading digital lending platform, enabling financial providers to power growth with a modern omni-channel experience, best-in-class risk management tools and a comprehensive yet flexible Servicing engine. The company partners with financial institutions to support their Digital Transformation efforts with Biz2Xs digital lending platform. Biz2X solutions not only reduces operational expenses, but accelerates lending growth by significantly improving client experience, reducing total turnaround time, and equipping the relationship managers with powerful monitoring insights and alerts.

Read Our Latest Press Release: Press Release - Biz2X

About Biz2Credit

Biz2Credit is a digital-first provider of small business funding. Biz2Credit leverages data, cash flow insights, and the latest technology to give business owners an automated small business funding platform. Since its inception, Biz2Credit has been the best place for small businesses to get funding online. With over 750 employees globally, our team made up of top-notch engineers, marketers, and data scientists is building the next generation in business lending solutions.

Role ITSM Lead Analyst

About the Role :

We are looking for an experienced and dynamic ITSM (IT Service Management) Lead Analyst to join our team. With 6 to 10 years of experience, the ideal candidate will be responsible for overseeing and improving the implementation and management of ITSM processes and tools to ensure optimal service delivery and customer satisfaction. This role requires strong leadership skills, deep ITSM expertise, and the ability to work cross-functionally to drive improvements in IT service management across the organization.

Key Responsibilities :

- Lead ITSM Initiatives: Oversee and drive the implementation of ITSM frameworks, best practices, and tools (e.g., ITIL), ensuring alignment with business objectives and ensuring that services are delivered efficiently and effectively.

- Process Optimization: Continuously assess and improve ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and more. Identify areas for improvement and implement streamlined processes to enhance service delivery.

- Stakeholder Collaboration: Work closely with IT teams, business leaders, and external vendors to ensure alignment of IT services with organizational needs. Act as a liaison between business requirements and IT operations.

- Incident and Problem Management: Oversee the effective management of critical incidents and problems, ensuring root causes are identified and that resolutions are implemented in a timely manner.

- Change Management Oversight: Ensure that the Change Management process is followed and that changes to the IT environment are implemented with minimal disruption to business operations. Drive change approval board meetings.

- Performance Reporting and Analytics: Develop and monitor ITSM metrics and KPIs to assess the performance of IT services. Provide insights and recommendations for continuous improvement through data-driven analysis.

- Service Level Management: Ensure that Service Level Agreements (SLAs) are adhered to, and proactively manage service performance to meet or exceed agreed-upon levels of service.

- Compliance and Best Practices: Maintain up-to-date knowledge of industry trends, regulations, and ITIL best practices to ensure compliance and alignment with industry standards.

- CMDB Compliance: Maintain the IT Infra and Software inventory and keep it upto date all the time.

- Release Management: Verify release notes and ensure whatever goes to production is as per production requirements and is production ready.

- Cloud Cost Management: Keep track of cloud cost and report and address anomalies through an incident. Prepare cloud Capex/Opex reports.

Required Skills and Qualifications :

- Experience: 6 to 10 years of experience in IT Service Management or a similar role, with a strong understanding of ITIL processes and frameworks.

- Leadership: Proven ability to lead and drive industry standard ITIL best practices.

- Process Expertise: Deep knowledge of ITIL processes (Incident Management, Change Management, Problem Management, etc.) and the ability to implement and improve them.

- Problem Solving: Strong analytical and troubleshooting skills, with the ability to quickly identify and resolve issues in complex environments.

- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with stakeholders at all levels of the organization.

- Project Management: Experience managing ITSM-related projects, including planning, execution, and monitoring project timelines and deliverables.

- Certifications: ITIL v3/v4 Foundation or higher certification preferred. Other relevant certifications (e.g., PMP, Six Sigma) are a plus.

Preferred Qualifications :

- Advanced ITIL Certifications: ITIL Expert, ITIL Managing Professional, or ITIL Strategic Leader certifications are highly desirable.

- Experience with Automation: Experience with automating ITSM processes using tools or scripting to enhance efficiency and reduce manual effort.

- Vendor Management: Experience in managing third-party vendors or service providers, ensuring they meet SLAs and contractual obligations.

- IT Infrastructure Knowledge: A solid understanding of IT infrastructure and service delivery, including cloud services, networking, and enterprise applications.

- IT Governance and Risk Management: Familiarity with governance, compliance, and security standards in IT operations. (ref:hirist.tech)

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