ITSM Business Analyst

Welcome to Transcom's Business analyst description page

Since you have made it this far, we are happy to share some information about our great company and our amazing Tech Hub

We are a global network of 30,000 local specialists, across 26 countries, passionate about providing outstanding customer experiences.

Given over 200 clients we support worldwide, we have opened our specialized Tech Hub in Croatia and Philippines, with other remote Techies working in other locations. A collective of amazing people who brainstorm, learn, teach, support each other, find solutions, eat, drink and party together In Croatia we have grown to 70 employees in just 2 years and we keep growing (try and stop us). With several product houses, we offer full support to both our clients and our employees, helping them grow and learn and to never have a reason to leave.

What's in it for YOU

A global role that puts you in an important part of our digital delivery Working on applications with some of them having 20k+ users Career opportunities - growth within the company, both horizontal and vertical Personal and professional development: conferences, training, and coaching on the job Winning atmosphere and supportive team - we strive for collaborative, informal vibes with a focus on getting things done Opportunity to be innovative and pitch your own ideas Education budget designated to each department Multicultural communication and best practice sharing Hybrid work location (Zagreb office + home office ) Christmas bonus (subject to the budget) and Easter bonus A minimum of 23 vacation days (growing with tenure and parent status) A free parking space 100% covered Multisport card or Moontop benefit system Additional health insurance

Great, now that we got you excited and interested in our company, our values and our Tech Hub, it is time to get to all the position details, something we are sure you are curious about.

Join us as an ITSM Business Analyst

At Transcom, the business environment is dynamic and ever-expanding. As an ITSM Business Analyst, you'll be tasked with understanding stakeholder goals and objectives before translating them into comprehensive functional specifications.

Your role will bridge the gap between Transcom's business needs and IT solutions. You will work with Global Tech teams to ensure that proposed solutions align with business goals and implement them in a way that optimises workflows and increases efficiency.

In addition to their technical skills, IT Business Analysts need to have strong communication and collaboration skills. They must be able to communicate with both business and IT stakeholders effectively and work together to develop and implement solutions that meet the needs of both parties.

IT Business Analysts play a critical role, and their work helps to ensure that operations are efficient, effective, and innovative.

Responsibilities and Duties:

Gather, analyse, understand and prioritise business requirements Analyse existing IT service management processes to identify inefficiencies, bottlenecks, and areas for improvement. Collaboration with stakeholders across the organisation to gather, document, and prioritise requirements for new or enhanced IT services. Solution design and document detailed business requirements, functional specifications, and process flows for ITSM solutions. System implementation and work closely with IT teams to implement and configure ITSM tools and platforms (e.g., ServiceNow, Jira Service Management, etc.). Collect and analyse data to measure the effectiveness of ITSM processes and identify trends or patterns that can inform decision-making. Stakeholder communication and clearly communicate findings, recommendations, and project updates to stakeholders at all levels of the organisation. Creating training materials for end-users and IT staff on new or updated ITSM processes and tools. Continual improvements and stay up-to-date on ITSM best practices and emerging technologies to drive continuous improvement within the organisation.

What we are looking for:
2+ years experience as a Business Analyst, preferably in an IT or technology-driven environment. Excellent communication and interpersonal skills, both written and verbal. Experience with data analysis tools and techniques. Strong understanding of ITSM principles and processes (ITIL certification is a plus). Proven ability to elicit, document and analyse business requirements. Familiarity with ITSM tools and platforms (e.g. ServiceNow, Jira Service Management) is preferred Experience of working within an Agile environment. Bachelor's degree in Information Systems, Business Administration or a related field Knowledge of scripting or programing languages. Fluency in English is a must, any other languages are a plus.

What Life at Transcom is like
Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets within our global footprint with forward-leaning customer experience solutions via different channels like voice, chat, social media etc. We are 30,000 customer experience specialists at 69 offices across 26 countries, delivering services in 33 languages to international brands in various industry verticals. At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

At Transcom, we follow our Values to a T, we live them, we breathe them, it is what we base our day to day work life on (and it is not just an empty promise, ask anyone).

We're here to support

We keep our promises

We come as we are

We're team players

We're lifelong learners

We're sure you loved everything you've read and heard, and would definitely love to learn more. In that case, apply, come talk to us, we are an open book. You will get all the nitty-gritty details, no hidden agendas, no false promises. What you hear/see, is what you get.

We would love to meet and talk to you And hopefully soon say: "Welcome to Transcom"

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