Location: Johannesburg, Gauteng, South Africa
Date Posted: 12-06-2018
Position Summary and Primary Objectives

Permanent, Full Time, ITSI Business Analyst x 2 required                                
IT Service Integration follows a standard implementation methodology to establish the integration (client take-on project) from the client’s service desk application and our clients IT Service Management System (ITSM) using Cisco ServiceGrid as the integration platform. IT Service Integration allows the collaborate on the resolution of incidents and requests better by sharing information in a consistent manner. This reduces the effort of call centre agents when contacting and updating request records.
The IT Service Integration (ITSI) Business Analyst is an entry level position in the ITSI Business Analysts job family.
The primary responsibility of the ITSI Business Analyst is to gather client business and functional requirements for IT Service Integration projects to create specification documentation. They act as intermediaries between the business and the technical implementation team to collect, clarify and translate business requirements into appropriate specification documentation, which will be used create the technical specification documentation. These individuals define operational process, functional field and value mapping, and data management process. They define and execute test scenarios and train our local teams on integration implementation.
Understand client needs
The ITSI Business Analyst works with clients to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change. These individuals identify the current and future state business processes and help the business stakeholders envision the future. They help determine the needs of these stakeholders and facilitate the negotiation of their requirements.
Formulate solutions
These individuals will create, analyse and validate detailed functional specifications to meet given requirements and use their business knowledge to suggest solutions to identified or tacit business issues in their primary function or application domain. They may be required work with the implementation team to define the solution. These individuals deliver elements of systems design, including data migration rules, business rules, wireframes or other deliverables. In scoping business requirements, the ITSI Business Analyst will promote the reuse of existing assets and compliance with enterprise architecture.
Deliver project elements
They deliver business projects in line with requirements and enterprise architecture. These individuals manage business processes from the point of integration into ITSM and  the IT Service Integration middleware  to the clients IT Service Management Application and all the processes involved with Service Delivery and Service Management.
The ITSI Business Analyst takes responsibility for the delivery of project elements with minimal supervision. They may be required to lead a small project and assist with the definition of small project plans or “owned” elements in large project or programme plans.
To this end, the ITSI Business Analyst will support and manage these projects, including:
            Agreeing project milestones
           Delivering the project (or project element) to specification
           Anticipating project risks and agreeing the mitigation of such risks (with the Project
              Manager when applicable) and escalate issues when appropriate
           Supporting project process adherence
            Providing and/or supporting end user training, ensuring that the relevant documents are updated
            Working with the Project Manager or Project Sponsor to assist project benefits realisation.
Perform user acceptance testing
 The ITSI Business Analyst will facilitate and assist in User Acceptance Testing (UAT) once the implementation and unit testing is completed by the technical implementation team. They help identify the key deliverables of the UAT, utilise a business use case to define scenarios for testing, create a UAT test plan and write UAT test cases and associated test data, that users employ to judge whether the delivered system is acceptable. They use each acceptance test to determine a set of system inputs and expected results. These individuals obtain confirmation from users that the solution fulfills the business needs as anticipated and provide feedback to the relevant stakeholders.
Define operational processes
 ITSI Business Analysts identify inefficiencies in business operations, then define processes to limit or eliminate the identified issues. They provide solutions to business problems including how to best manage and allocate resources in order to meet the performance obligations.
Perform field and value mapping
 They perform field and value mapping ensuring the translation of field data values based on business rules. The ITSI Business Analyst ensures mapping is stored in the relevant database.
Define data management process
The ITSI Business Analyst determines what data that is needed by the organisation to function and defines the process on how data is acquired, validated, stored, protected, and processed.
Apply best practice methodologies
The  ITSI  Business  Analyst applies best  practice methodologies to  define,  scope, document and validate the requirements of clients for information, processes, information or system changes and improvements or problems. They help explore improvement opportunities of the current business state by developing sound business cases to justify the investment in the IT project and produce a clear project scope and estimation.
Provide training
 The ITSI Business Analyst tracks and fully documents changes for functional and business specifications and writes detailed procedures for use in training. They provide training Dimension Data local teams on integration implementation in order to ensure the achievement of organisational goals.
Behavioural skills
ITSI Business Analysts are required to have broad understanding of business practices and processes.  They have a very good understanding of ITSM and GSOA from both the systems and the business processes that these systems support.
They are team players who display good client service orientation with well-developed administrative and organisational skills. They are analytical and demonstrate good attention to detail whilst working under pressure.
These individuals have good verbal and written communication skills and are able to listen empathetically. They display the ability to build rapport and engage effectively with a variety of stakeholders. They display knowledge of project methodology. The ITSI Business Analyst is proactive, has a flexible attitude to work and a willingness to constantly review and improve skills.
Key Roles and Responsibilities
In this position you will be required to:
1.     Conduct   workshops   with   clients   to   confirm   functional   specifications   and requirements.
2.     Capture,  analyse  and  document  client  business  requirements  and  business processes, using standard business modelling methodology and tools to create IT
Service Integration specification documentation.
3.     Liaise  with  technical  implementation  team  for  their  collation  of  the  technical specification documents and review the final technical specification documentation.
4.    Facilitate and assist in User Acceptance Testing and obtain confirmation from users
that the solution fulfils the business needs as anticipated.
5.     Identify inefficiencies in business operations and define operational processes to meet performance obligations.
6.    Perform field and value mapping ensuring the translation of field data values based
on business rules.
7.     Define a data management process to ensure data is acquired, validated, stored, protected, and processed efficiently and effectively.
8.    Apply best practice methodologies to define, scope, document and validate the requirements   of   clients   and   help   explore   improvement   and   investment opportunities.
9.    Provide training to local teams on integration implementation.
Requirements: Education, Training and Experience
            Relevant Diploma / Degree
Requirements: Experience
             At least 3 – 5 years’ experience as a Business Analyst
            At least 2 – 3 years’ experience working as part of a project team
            A  background as a system developer would be advantageous
      Extensive experience in and with all operational aspects of a Services business, preferably with a Systems Integrator
      Experience in the process of developing and implementing new services and systems
            ITIL V3 certification (IT Infrastructure Library)
            Experiencing in coordinating and managing tasks, and small projects
            Experience with XML
            Experience with B2B protocols such as SOAP web services
            Experience with at least one programming language

Personal Attributes and Skills Required
Skills and knowledge
       Demonstrate  very  good  communication  (verbal  and  written  in  English)  and interpersonal skills
      Demonstrate   an   understanding   of   project   management   processes   and methodologies
      Possess very good working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio
     Display an understanding of systems generally used in a services organisation e.g. ServiceNow, Siebel, Remedy, SAP, EMS
    Demonstrate excellent documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations
       Possess broad understanding of business practices and processes 
      Demonstrate a good understanding of ITSM and GSOA from both the systems and the business processes
      Individual should demonstrate a client focused approach
      Display a high level of initiative, accountability, attention to detail and the ability to follow processes
      Individual should be proactive, have a flexible attitude to work with a willingness to constantly review and improve skills
      Individual should be self-motivated with the ability to work unsupervised as well as being able to work as part of a team in a global and sometimes pressured environment
      Demonstrate the ability to learn new solutions, services and technologies through self-study (on the job and externally)
      Demonstrate very good analytical ability
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