Manager, Request Operations Business Analyst
$94,180–$114,124 year
HybridPrinceton, New Jersey, United States
Job Summary
Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and the lifecycle of catalog content. Lead end-to-end initiatives for Request Integration, managing intake for new catalog items, categorizing priorities, and coordinating business requirement definitions. Enforce BMS best practices for configuration and ensure catalog content remains current and aligned with strategy. Offer technical design solutions, configure items using the ServiceNow platform, and perform or coordinate user acceptance testing for new items, annual upgrades, and monthly releases. Monitor process performance to identify improvement opportunities.
Required Qualifications
- 5-6 years work experience in IT Operations
- BA/BS degree in Computer Science
- ITIL v3/v4 Foundation certification
- Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience
- Excellent interpersonal and communication skills
- Ability to form strong relationships within a matrix organization
- Must be detail oriented
- Must be analytical
- Must demonstrate ability to work in ambiguous environment
- Must be self-directed
- Proven ability to make mature decisions supported by thorough data and process analysis
- Ability to evaluate complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies
- Ability to guide others when enough analysis has been completed in giving recommendations/solutions
- Ability to use calculated risks to evaluate innovative solutions
- Ability to effectively elicit complex business requirements in both small and large settings across audiences including business and IT professionals
- Ability to conduct end to end analysis to deployment and support of new catalog items
- Delivery responsibilities for identified improvement opportunities in ServiceNow Request Catalog
- Must be able to lift 50 lbs
Desired Qualifications
- Strong commitment to a career in technology with a passion for healthcare
- Ability to understand the needs of the business and commitment to deliver the best user experience and adoption
- Ability to collaborate across multiple teams
- Demonstrated leadership experience
- Innovative and inquisitive nature to ask questions, offer bold ideas and challenge the status quo
- Agility to learn new tools and processes
- ServiceNow certifications
- Project management and process improvement skills
- Demonstrated experience defining and measuring business outcomes
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