ITSM Functional Analyst

Overview Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic. Primary purpose Responsible for implementing and supporting complex solutions that meet business needs. Ensures delivery of complex solutions by configuring and implementing to system specifications. Configures and enhances technology solutions that align with business needs. Ensures solutions are in alignment with the enterprise architecture blueprint and the solutions architecture, and ensures that systems and application designs adhere to standards and policies. Responsibilities Participates in efforts to elicit future systems requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis to analyze, design and implement business solutions for complex business problems. Communicates and collaborates with external and internal customers to analyze information needs and functional requirements and delivers artifacts as needed (functional requirements, business requirements document, use cases, GUI, screen and interface designs). Ensures the delivery of high quality technical solutions that meet business needs. Configures, develops, tests, monitors, and supports changes and enhancements to applications systems. Supports release planning, coordination and execution across environments. Takes a broad perspective to identify innovative business solutions that challenge the business assumptions about how they will execute their plans. Develops and maintains in-depth knowledge of the application portfolio and its correlation to the business’s tactical and strategic plans. Utilizes industry best practices where relevant to Ball’s future. Works closely with third-party vendors including software providers, implementation partners, and consultants. Assists the team with user acceptance testing requirements for existing and new business systems and modules. Manages the configuration and setup of related application solutions. Ensures reporting and analytics capabilities are aligned with business needs and system capabilities. Supports all phases of the SDLC (software development life cycle) and contributes to automation efforts to improve system efficiency and reliability. Function Specific Responsibilities Serves as liaison between IT and operation executives regarding new systems development and implementation. Responsible for executive training for IT collaboration tool changes. Coordinates global meetings utilizing IT infrastructure and collaboration tools. Collaborates with IT suppliers to create global communications on IT changes. Supports the Global Communications team with enterprise-wide messaging. Maintains End User Guide repository for IT collaboration tools. Responsible/accountable for IT Operations Management Functions: Discovery, Service Mapping. Assists with other functions such as CMDB, CSDM, Event Management and Major Incident Management. Position Requirements & competencies Completed Bachelor’s degree. Advanced/Fluent English. Experience implementing solutions for complex systems that support business processes. Experience in communicating and collaborating with external and internal customers to analyze information needs and functional requirements and deliver artifacts as needed (functional requirements, business requirements document, use cases, GUI, screen and interface designs). Experience driving process and technology re-engineering using industry practices (e.g., Six Sigma, Lean, Kaizen, COBIT, ITIL, CMMi). Experience in release management processes and reporting/analytics frameworks. Experience with scripting languages (JavaScript, Python, PowerShell) is desirable. Skills Ability to negotiate with customers to promote or sell ideas or concepts. Ability to analyse and interpret data and make recommendations. Flexibility to adapt to project changes and dynamically mitigate risks with mid-course corrective action. Ability to manage and prioritize multiple, complex projects simultaneously. Knowledge Working knowledge of system and business principles, practices, nomenclature, procedures, and general managerial practices and procedures; programming, systems design, operating systems and utilities; project management, release management, risk management, security, cost management, and implementation/start-up of new business processes and computerized systems. In-depth technical knowledge and expertise in the relevant field; strong development skills in relevant technology. Analytical and product management skills to interpret customer needs and translate them into application and operational requirements. Understanding of software quality principles, including test methodologies. Familiarity with CMDB structures and ServiceNow Platform capabilities. Benefits and additional notices Note: The advertised job title might vary from the job title on the contract due to local job title structure and global HR systems. No agencies please. #J-18808-Ljbffr