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Sr IT Service Mgmt Analyst

Date: Sep 21, 2022

Location: JACKSONVILLE, FL, US, 32218-2261

Company: Grainger Businesses

Grainger is North America’s leading Maintenance Repair & Operating provider and we are the 10th largest North American E-commerce player with over 50% of our revenue coming from online transactions. Within the Enterprise Systems team we use technology to support the ever-changing and dynamic needs of a supply chain carrying 1.5 million products and an employee base of 25,000+; and we are committed to delivering technical solutions to support the business in its mission to stay atop. We deliver technology solutions across the enterprise including our call centers, branch network, sales, and our various digital channels. The team supports over 1000 applications across the network and operates in an agile environment to deliver complex solutions quickly and seamlessly. The team of 500+ is comprised of Infrastructure + Operations, Cyber Security, Technology Planning, Architecture and Engineering and are built in a way to support the dynamic and ever-changing customer landscape.


“Business Analyst IV (Sr IT Service Management Analyst)


The Sr IT Service Mgmt Analyst is responsible for evaluating, designing, executing, and creating business processes. The BA IV will ensure that business process outcomes are in harmony with the organization's strategic goals and will collaborate across all departments of the organization to help improve business management processes. Focus will be on building processes from beginning to end, while introducing innovation into the process that can impact results to meet business objects.



Principal Duties & Responsibilities

  • Create process documentation/workflows, knowledge articles and self-service guidance for IT Services
  • Documentation of process and workflows
  • Development of clear and detailed process maps and business requirements
  • Collect and document of business requirements for project and process improvement/automation efforts
  • Facilitate process workflow modeling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  • Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
  • Collaborates with key stakeholders to increase commitment, buy-in and accountability throughout the organization
  • Reviewing processes regularly to identify inefficiencies or opportunities for improvement
  • Gather business requirements and translate them into user stories/functional specifics



Preferred Education & Experience: 

  • 5+ years of Business Systems Analysis experience
  • 3+ years of experience in Project Lifecycle Management
  • Broad understanding of IT application, Infrastructure principles, and ITSM processes
  • Experience using Agile, Scrum, and Kanban methodology
  • Data-driven approach
  • Strong skills in Process Mapping and Business Process Reengineering
  • Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflows
  • Ability to manage multiple tasks, projects, and shifting workloads, in a fast-paced environment
  • Extensive business and/or systems analysis skills that support documentation and communication efforts
  • Experience developing instructional and procedural documentation and presentations



“Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.”