IT Business Solutions Analyst

Location Name DE, Wilmington
Date Posted
7 months ago(10/29/2021 3:28 PM)
Berkley Technology Services LLC
Primary Location
Information Technology

Company Details

Berkley Technology Services_Logo


Berkley Technology Services (BTS), a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware, and global reach into UK/Europe, Latin America, and Asia Pacific region. BTS provides results-driven software applications, system connectivity, and world-class operational support across the enterprise. Offering an entrepreneurial and innovative culture, we encourage team members to think outside the box to deliver high-quality solutions. Additionally, we provide a competitive compensation and benefits package, including a casual dress code and flexible work arrangements. 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 to learn more about BTS and the career opportunities we have available! 


As  our IT Business Solutions Analyst, you will closely with various Berkley companies to bridge the needs of the business with the use of the ServiceNow ITSM tool suite.  You'll work to understand and assess business needs, proactively address customer requests, impact existing workflows, and manage other requests in the queue. Through it all, you'll evaluate downstream system impacts and potential end user training opportunities.   


In this role, you will:

  • Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality).
  • Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management.
  • Help personalize and humanize the customer experience while at the same time accomplishing future business scalability.
  • Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication.
  • Help uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered to positively influence the customer journey.
  • Translate your recommendations to senior leadership to gain agreement, affect change and influence long term strategies.
  • Participate in User Acceptance testing and recommend improvements.
  • Answer developer and end user questions as well as clarifies and escalates issues through the development life cycle.
  • Assist with end-user training and product presentations.
  • Provide 2nd level end user/system support of platform within defined SLAs to include but limited to ongoing training for 1st level support resources.


  • Ability to sit at a desk and work on a computer for extended periods of time.
  • Must occasionally lift and/or move up to 10 pounds.
  • Vision abilities required by this job include close vision and ability to adjust focus. 


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

Additional Company Details

The Company is an equal employment opportunity employer. 

Additional Requirements

Must be fully vaccinated and remain fully vaccinated against COVID-19. *, unless prohibited by law.

*Per the CDC, fully vaccinated means at least 2 weeks after (1) a second dose in a 2-dose series, or (2) a single-dose vaccine, and this status and definition applies to COVID-19 vaccines currently authorized for emergency use or approved by the U.S. Food and Drug Administration.


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