Company URL: https://www.berkleytechnologyservices.com/

Berkley Technology Services (BTS) is a dynamic company committed to providing world class IT services. We offer a unique culture, enabling our team members to be on the cutting edge of technology while delivering high quality solutions. We are looking for outstanding individuals who will bring unique perspectives, insight and innovation to our teams. BTS, a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware.

Our functions include working with various third parties to develop, integrate, and support insurance systems of WRBC's operating units. BTS strives to provide these functions in a holistic manner including helpdesk support, system connectivity, and operational support. Additional responsibilities include coordinating communications regarding best practices in the use of our supported systems and researching new technology. At BTS, there are opportunities associated with being a part of an established and empowering corporation while maintaining a positive personal working environment. Additionally, we provide a competitive compensation and benefits package including a casual dress code. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world. Visit us at berkley-bts.com to learn more information.

The Business Solutions Analyst is responsible for working closely with various Berkley companies to bridge the needs of the business with the use of the ServiceNow ITSM tool suite, Jira Cloud platform and the Configuration Management Database (CMDB). This includes understanding and assessing the business need, proactively addressing customer’s requests, impact on existing workflows, other requests in the queue as well as downstream system impacts and potential end user training opportunities.

Business Solutions Analyst Duties
• Collaborate with stakeholders and ITSM Product Manager to gather and analyze business requirements
• Develop, document and test functional specifications and business process workflows
• Conduct gap analysis and propose solutions to improve business processes and the overall customer experience (customer journey and empathy mapping).
• Work closely with ITSM Development team to clarify requirements, answer questions and escalate blockers through the SAFe Agile Process.
• Participate in end-end activities related to planning and implementation including project management, issue management, product demonstrations, user acceptance testing, communication and change management.
• Provide 2nd level end user/system support of platforms and training for 1st level support resources.

Support Duties
• ServiceNow
o Manage and maintain the ServiceNow platform, including user administration, workflow configuration and system upgrades
o Troubleshoot and resolve issues related to ServiceNow applications and integrations
o Partner with ITSM Development team on building solutions to meet business requirements

• ServiceNow (Configuration Management Database (CMDB))
o Configure and maintain the CMDB within ServiceNow
o Ensure accurate and up to date asset and configuration item records by overseeing the established Governance policy and processes

• Jira Cloud
o Administer Jira projects, workflows, permissions and configurations
o Configure Jira to support project management and agile methodologies

• Must have demonstrated the capability of meeting the key accountabilities
• 3+ years of experience in ServiceNow or a comparable ITSM tool/application
• Basic understanding of the Software Development Life Cycle
• Excellent problem solving and analytical skills
• Strong interpersonal and communication skills, both oral and written
• Demonstrated Business Analyst functional experience preferred

Behavioral Skill Competencies:
• Business Knowledge
• Flexibility
• Results and Delivery Oriented
• Technically Astute
• Process Management
• Planning

• Bachelor’s degree preferred
• ITIL Foundations V3 Certification is preferred