Junior Business Analyst at MTS Bank to work with the SimpleOne ESM platform. Gathering and formalizing requirements, designing and optimizing service processes for IT, HR, procurement, and other departments.
Tasks:
- Gather and formalize the needs of the company's departments for service automation
- Analyze and design processes in the ESM platform for various business functions: IT, HR, procurement, legal, and administrative/economic blocks
- Design and approve new types of requests, service catalogs, forms, fields, statuses, and processing routes
- Optimize existing processes: reduce request processing time, decrease the number of manual operations, and improve service quality
- Develop request routing: groups, roles, assignment rules, SLA, and OLA
- Analyze interdependencies between ESM processes and objects, including incidents, requests, problems, changes, configuration items, and knowledge base
- Monitor the quality and correctness of data in ESM/CMDB registries
- Prepare technical specifications and assignments for developers: business logic, scripts, widgets, and other system configurations
- Model business processes and document solutions: functional requirements, technical specifications, data schemas, instructions for administrators and users
- Participate in preparing reports and dashboards for management on service efficiency and quality
- Interact with business stakeholders, system analysts, developers, and other project participants
Requirements:
- Experience implementing or developing ESM platforms: ServiceNow, Naumen, ELMA, SimpleOne, Ivanti, ManageEngine, Atlassian Jira Service Management, or similar solutions
- Understanding of Enterprise Service Management principles and specifics of service automation for not only IT but also for other company departments
- Knowledge of core Service Management processes: incidents, requests, problems, changes, configuration management, knowledge base, Service Catalog, Service Level Management. ITIL knowledge will be an advantage
- Understanding of ESM/CMDB data models and interdependencies between system processes and objects
- Ability to design routing, roles, and assignment rules, as well as work with SLA/OLA
- Skills in gathering, analyzing, and formalizing requirements: user stories, use cases, functional specifications
- Experience in process modeling using BPMN 2.0
- Ability to create clear and detailed technical specifications for developers
- Systemic thinking and ability to see the process as a whole, not just individual tasks
- Developed communication skills: ability to identify business needs and translate them into understandable requirements for system analysts and developers
Conditions:
- Work format: remote or hybrid (Moscow)
Skills:
- SimpleOne
- ServiceNow
- Naumen
- ELMA
- Ivanti
- ManageEngine
- Atlassian Jira Service Management
- ESM
- CMDB
- ITIL
- BPMN 2.0
- SLA
- OLA
