What are the responsibilities and job description for the IT Business Analyst III position at World Kinect Corporation?
At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.
IT Service Management Office Analyst - Analytics
This position will be part of the SMO squad within World Kinect overseeing Change, Release, Incident, Asset, Problem and Service Level Management processes.
This candidate will be responsible for leading and driving continuous improvement to our internal customers, by supporting the ITIL framework to improve processes and services.
Primary responsibilities include building and maintaining data analytics practices and dashboards to support continuous service improvement, Service Level and Problem Management processes. Driving Jira Service Management integrations in conjunction with developers.
A strong focus on the core Service Management processes such as Incident, Request, Change, Problem, and Asset Management and aligning to critical business outcomes.
What You'll Do :
Responsibilities include, but not limited to :
- Work closely with stakeholders to gather, document, and prioritize project requirements.
- Collaborate with developer to design and customize workflows in Jira Service Management to align with organizational processes.
- Design and implement integrations between JSM and other systems (e.g., CRM, ERP, DevOps tools).
- Identify and resolve issues related to JSM integrations and workflows.
- Build and maintain data analytics best practices and dashboards to support continuous service improvement, Service Level and Problem Management processes.
- Report on SLA / OLA results and provide input for functional and hierarchical escalations.
- Report on incidents and service request trends and provide input for problem management and continuous service improvement.
- Participate in and assist the facilitation of recurring Change Management and Release Management meetings.
- Interact with IT and business stakeholders to gather and verify asset information.
- Develop, measure, and analyze SLAs and Key Performance Indicators (KPIs).
- Design and generate metric reports; status and performance reports for staff and senior management.
- Review Change Management Requests (CMRs) to ensure the appropriate priority levels and details are provided in accordance with defined policy.
- Facilitate, as needed, the coordination of Critical Incidents impacting the business until resolution.
- Schedule and conduct post incident reviews with the resolver teams.
- Produce metrics and assist with the identification of root cause for reoccurring incidents.
- Serves as coach, advisor, and contributor regarding the ongoing development of Service Management framework and Continuous Service Improvement Projects
- Working with IT and Business team members define KPI's / metrics for various processes to drive improvements of services and report on
What You'll Need : Qualifications :
Signs That You're a Strong Candidate :
World Kinect is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
