Senior Enterprise Service Management Functional Analyst
Job Overview
Job title: Senior Enterprise Service Management Functional Analyst
Job description: Our client, an esteemed educational institution is looking for 2 Senior Enterprise Service Management Functional Analysts to assist on a four (4) month contract. Position is located in Edmonton, Alberta.
Description
Our client is actively implementing a hosted, cloud-based enterprise service management solution to manage the intake, triage and routing of incidents and service requests to support key business areas. Our client requires two senior application functional analysts to provide operational support in collaboration and coordination with the project implementation team and help Core Business Solutions with Enterprise Applications establish operation practices, processes and procedures for the solution in partnership with each of the business centers.
Responsibilities
- Provide business and technical support to the client’s operational areas that utilize the solution to support the intake, triage and management of incidents and service requests
- Understand service management user interactions, business processes and flows to enable the development of solutions that support business needs
- Translate business requirements into usable configuration and technical specifications
- Participate in implementation projects and operational enhancement requests as required (e.g., requirements documentation, configuration, test documentation/execution, issue identification and resolution)
- Perform functions such as configuration changes, role/permission updates, developing user documentation, data interface maintenance, data migration and reconciliation
- Provide updates as needed and ensure escalation of issues as necessary.
- Ensure activities and controls align with the University’s policies and procedures.
- Design solutions to fulfill business requirements, to generate processes improvements and to gain business efficiencies.
- Document solutions to enable ease of support across team members
- Develop and document operational support procedures and processes to help the client establish a sustainable operational support model
- Provide change management support in association with the deployment of enhancements and configuration changes that affect the business centers in collaboration and coordination with the solution’s implementation team.
- Analyze the existing systems and highlight areas of improvement
- Enhance opportunities by identifying new software/service/infrastructure to be developed
- Analyze and decompose complex requirements
- Perform gap analysis and recommend solutions
- Fulfill the role of a subject matter expert in requirement elicitation
- Document requirements, create functional specifications and prepare wireframes/flowcharts
- Oversee the development of the product as per the specifications
- Facilitate change and configuration management
- Monitor performance, discover variances and propose necessary actions.
- Validate the functionality of the end product according to the requirement specifications
- Prepare technical user manuals, system configuration documents and other technical reports
Qualifications
- Degree or Diploma in a related discipline
- Experience working with and supporting enterprise service management solutions
- A working knowledge of Freshservice, including system configuration, would be ideal, but not essential
- 2-3 years of experience in a service management organization directly supporting tier 1 & 2 incidents and requests
- Working knowledge of ITIL service management would be ideal, but not essential
- Strong customer service focus
If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at
We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.
#WES
Company: Ian Martin
Expected salary:
Location: Edmonton, AB
Job date: Thu, 10 Nov 2022 08:51:26 GMT
Job Source: Careerjet.ca