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Position Description

The Senior Business Analyst plays a critical role in driving the success of IT Service Management (ITSM) by leveraging data-driven insights, enhancing processes, and implementing innovative solutions. This position bridges the gap between technical teams and business stakeholders to deliver optimized workflows, actionable analytics, and enhanced service delivery.

The Senior Business Analyst will be part of the IT Service Management (ITSM) team within Client Services, focusing on gathering and defining clear requirements, analyzing data for actionable insights, and driving measurable process improvements aligned with ITIL practices. They will also enhance enterprise reporting, establish feedback mechanisms, support automation, and empower team success. To achieve these goals, they will collaborate closely with the ITSM platform team, the Business Intelligence and Analytics team, and key business stakeholders.

The ideal candidate will be a strong analytical thinker with keen attention to detail, ensuring accuracy and thoroughness in their work. Their proactive, innovative, and outcomes-driven approach will enable them to anticipate challenges, address gaps, and consistently deliver measurable results. These achievements will be supported by their exceptional communication and collaboration skills, which allow them to build strong relationships and drive alignment across teams.

This role drives the organization’s ongoing maturation, enabling it to achieve operational excellence while enhancing customer satisfaction and service quality.

Primary Responsibilities

Business Analysis

• Collaborate with Process Owners (Incident, Change, Problem, Knowledge) and business stakeholders to define detailed requirements for process and reporting improvements.

• Analyze existing ITSM workflows, identify inefficiencies, and recommend automation or optimization solutions.

• Conduct workshops, interviews, and process mapping exercises to capture nuances in current workflows.

Enterprise Reporting and Analytics

• Develop and maintain enterprise reporting tools and dashboards to provide real-time insights into key ITSM metrics (e.g., SLA compliance, incident trends, root cause analysis).

• Support the development and tracking of metrics and KPIs for other department projects, ensuring alignment with organizational objectives and operational goals.

• Extract, transform, and analyze data from the ServiceNow platform and other enterprise data sources to support strategic and operational goals.

• Use advanced analytics techniques (e.g., predictive modeling, trend analysis) to identify patterns and proactively address potential issues.

Feedback and Service Quality Improvement

• Design, implement, and manage feedback mechanisms (e.g., surveys, focus groups) to measure customer satisfaction and service quality.

• Analyze feedback data to identify trends, gaps, and opportunities for improvement in IT services.

• Provide actionable recommendations to enhance customer experience and align service delivery with business needs.

Automation and AI Integration

• Design automation workflows to streamline routine tasks and improve operational efficiency.

• Explore and integrate AI-driven tools to enhance ITSM processes, such as incident categorization, root cause prediction, and service desk automation.

• Partner with technical teams to pilot and deploy AI/automation solutions, ensuring alignment with organizational goals.

Team Support and Enablement

• Provide training and knowledge-sharing sessions for team members on using enterprise reporting tools and interpreting data insights.

• Act as a liaison between ITSM team members and technical teams to ensure seamless adoption of new tools and technologies.

• Monitor and report on the effectiveness of implemented improvements, providing recommendations for further enhancements.

Required Qualifications

• Experience:

• 5+ years of experience in business analysis, data analytics, or a similar role within ITSM or IT operations.

• Proven expertise in using enterprise reporting tools (e.g., Power BI, ServiceNow Performance Analytics, or similar platforms).

• Experience with process optimization and automation workflows, including AI-driven solutions.

• Technical Skills:

• Proficiency in advanced analytics techniques, including predictive modeling and trend analysis.

• Familiarity with ITSM frameworks (e.g., ITIL) and their application in service delivery.

• Hands-on experience with ServiceNow platform capabilities, including reporting and data extraction.

Required Qualifications (cont.)

• Project Management:

• Ability to manage multiple initiatives and prioritize effectively.

• Strong stakeholder engagement skills to ensure alignment with organizational objectives.

• Soft Skills:

• Excellent communication and interpersonal skills to bridge the gap between technical teams and business stakeholders.

• Strong analytical and problem-solving abilities.

• Strong presentation skills

• Education:

• Bachelor’s degree in Information Technology, Business, Data Analytics, or a related field.

Preferred Qualifications

• ITIL Certification (v3 or v4).

• Experience integrating AI-driven tools into IT operations.

• Proven ability to foster a culture of data-driven decision-making and continuous improvement.

Work Environment

This position offers a hybrid or remote work environment, balancing remote flexibility with onsite collaboration to support operational goals and team engagement.

At MIT Lincoln Laboratory, our exceptional career opportunities include many outstanding benefits to help you stay healthy, feel supported, and enjoy a fulfilling work-life balance. Benefits offered to employees include:

• Comprehensive health, dental, and vision plans

• MIT-funded pension

• Matching 401K

• Paid leave (including vacation, sick, parental, military, etc.)

• Tuition reimbursement and continuing education programs

• Mentorship programs

• A range of work-life balance options

• ... and much more!

  Please visit our Benefits page (https://hr.mit.edu/benefits) for more information. As an employee of MIT, you can also take advantage of other voluntary benefits, discounts and perks (https://hr.mit.edu/benefits/additional) .

Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.

MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.

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