Business Analyst – ITSM

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to the market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

OUR CULTURAL BELIEFS

• Patient Minded: I act with the patient’s best interest in mind.
• Client Delight: I own every client experience and its impact onresults.
• Take Action: I am empowered and empower others to act now.
• Grow Talent: I own my development and invest in the development of others.
• Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
• Communication Matters: I speak up to create transparent, thoughtful and timely dialogue.
• Own It: I hold myself and others accountable for results.
• Embrace Diversity We create an environment of awareness and respect

THE POSITION:

This position will be responsible for the analysis of business requirements and process workflows related to the IT service management practices across all IT functions at EVERSANA. Drive process optimization for existing processes and new process development.Play a key role in optimizing and standardizing workflows for IT service management functions. Gather detailed and accurate requirements for system design.The position includes Review, analyze, and evaluate business process and user needs against system structure.Conduct effective requirement gathering sessions with various stakeholders such as technical, business, and manager roles. Document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Prepare URS, FS, System Change documents, workflow diagrams, functional requirements and technical requirements documents. Perform UAT and testing of new functionality. Deliver demonstrations and training to end-users. Proficiency in IT Service Management practices including incident, request, change, problem, asset, knowledge and release management is critical. The position requires working across geographies and time zones.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are best achieved by:

Conducting kick off workshops, documenting fit-gap analysis

Prioritizing requirements and create conceptual prototypes and mock-ups

Gathering requirements through conversations, meetings, workshops, chats, or other channels

Performing requirements analysis

Performing data analysis and consolidation of the data using Excel

Documenting and communicating the results of your efforts

Coordinating meeting participants, UAT testers, and technical team members for effective requirements gathering

Optimizing and evaluating process flows and documented workflows

Ensuring solutions meet business needs and requirements and adhere to ITSM standards and best practices

Performing user acceptance testing

Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

All other duties as assigned.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

5+ years of experience in IT Operations or IT Service Management disciplines, 3+ years of experience on the ServiceNow platform; data analysis skills and training; process optimization experience and training.

Certification in ITIL v4 or similar

ServiceNow experience

Competency in Microsoft applications including Work, Excel, PowerPoint, Outlook and Teams

Detail oriented, analytical and inquisitive

Extremely organized with strong time-management skills

Strong written and verbal communication skills

Excellent analytical and problem-solving skills; excellent communication and collaboration skills, strong understanding of ITIL v4 and IT service management processes and workflows.

Ability and willingness to work from 4 PM to 1 AM IST.

EDUCATION:

Any graduate.