Pinnacle Group

Dallas, TX
Job Description:
  • Senior Business Analyst

Required Skills (include education, proficiency level and/or minimum # of years of experience, tools, software applications, etc. Please list in order of most to least importance):

  • In depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request, Service Level, Continual Service Improvement
  • Experience in developing, engineering and improving IT Service Management processes. 4 to 5 years
  • Experience in creating, managing and maintaining process diagrams and process definition documents. 4 to 5 years
  • Experience in gathering and analyzing requirements to improve existing processes. 3 to 4 years
  • Experience in defining, measuring and trending KPIs and process metrics. 3 to 5 years
  • Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes. 2 to 3 years
  • Experience in developing, managing, and maintaining the CSI process and associated procedures. 1 to 2 years
  • Demonstrated handling pressure and Customer engagement in critical or difficult circumstances
  • Able to build a business case with detailed models, value and ROI
  • Able to drive innovation across internal customers
  • Strong business background (working in a company of similar scale)
  • Ability to work in dynamic environment with changing priorities
  • High energy, innovative candidate who is motivated by challenging assignments
  • Excellent communication skills, interpersonal, oral, and written
  • Effective at managing multiple requests with conflicting priorities under tight deadlines
  • Ability to coordinate and participate in operational reviews
  • High attention to detail, quality and accuracy
  • Strong analytical, organizational, and problem solving skills
  • Ability to work well within a team to learn and share knowledge
  • Customer focused with a passion and drive for customer satisfaction and delivering business value
  • Experience organizing and assembling resources required to develop a solution or proposal or deliverable.
  • Effective at developing and maintaining strong customer and team relationships.
  • ITIL Foundation Certification (or Higher)
  • Familiarity and practice in Agile

Preferred Skills (skills that would be beneficial but are not required):

  • Use of a ServiceNow Platform
  • Experience in leading the transformation of business processes
  • IT Service Management Process Ownership
  • Basic Project Management skills
  • Advanced knowledge and understanding of IT concepts
  • Advanced ITIL Certification (Service Operations and/or Continual Service Improvement)
  • Familiarity and practice in SAFe Agile
  • Experience with Kaizen and Six Sigma tools
  • 5S, Value Stream Mapping, SMED, Poke-yoke, or Kanban experience
  • Experience conducting attainment or sustainment audits

Job Responsibilities & Expectations of Employee (i.e., on-call/pager, shift work, extended hours, travel expectations):

  • The Service Advisor (Business Analyst) for Service Management will focus on supporting internal customers in improving their performance in IT Service Management capabilities. 
  • Candidates will focus on effectiveness, efficiency, productivity and quality throughout the Service Management Lifecycle. 
  • The Business Analyst will partner closely with internal technology customers, analyze performance data, and provide insights regarding improvement opportunities. 
  • The Business Analyst will also guide the internal customers through the Continuous Improvement lifecycle to help ensure implementation and realization of benefits. 
  • The Business Analyst must take an enterprise view towards Service Management and develop multi-faceted solutions to optimize operations. 
  • A successful candidate needs to have outstanding Service Management experience and present themselves as a thought leader in the area of Continuous Improvement.

Core Responsibilities:

  • Will liaison with Technology customers to ensure optimal performance within Service Management disciplines
  • Will develop deep understanding of internal customer priorities, value drivers and challenges, and use this knowledge to translate needs into Service Management opportunities
  • Will evaluate performance in Incident, Problem, Change, Configuration, Knowledge, Request and Service Level activities
  • Will develop cross-Service Management process solutions that optimize the internal customers’ performance and results
  • Will ensure that best practices are implemented and followed by internal customer teams
  • Will identify improvement opportunities and present recommendations to internal customers
  • Will partner with internal customers to create and maintain Service Improvement Road map and supporting plans
  • Will quickly become a trusted advisor with the internal customer
  • Will proactively identify opportunities and new ways to create value through improvements and enhancements
  • Will support and guide internal customers through improvement cycle, which may include changes to process, platform, training, capabilities, organizational change leadership, etc
  • Will develop reports and overviews of internal customer performance, improvement plan progress and benefits realization
  • Will provide leadership, guidance & support to internal customers
  • Will build and maintain alignment with multiple stakeholders across client, with primary focus on internal customers
  • Will collaborate with other IT Service Management teams when trends are identified that impact internal customers
  • Will collaborate with other suppliers that support internal customers where improvement opportunities are identified
  • Will foster teamwork and collaboration across different work groups
  • Will mentor internal customer team members by coaching them in the areas of best practices
  • Will take on a leadership role within a group that candidate does not directly manage
  • Will utilize emotional intelligence and communication skills to influence and drive change across respective customer functions at all levels including Senior leadership
  • Will demonstrate confidence to influence strong and diverse customer groups to align on road map and goals
  • Will tailor communications and influence tactics based on situational awareness
  • Will leverage the expertise of people across the organization

Team information (i.e., size of Team, Team make-up, future projects, Team strengths or weaknesses):

  • This candidate will be part of a larger Service Management organization (approximately ~50 people) which supports various ITIL Processes.
  • This candidate will be involved in the maturation of Service Management Processes.
  • This candidate will be part of a multi-year technology transformation restructuring technology to better support client’s business.
  • This candidate needs to have outstanding Service Management experience and present themselves as a thought leader as well as have hands on experience to implement continuous improvement after go-live of new processes and technologies. 
  • A thinker and a doer.

Similar Industry Titles:

  • Business Relations Analyst
  • Service Manager
  • Business Relationship Manager
  • Continuous Improvement Analyst
  • Customer Relations Analyst


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