Job ID: 898
Role Overview
The ITSM Business Analyst will be a critical member of the IT Operations team in Chicago, IL. This role focuses on bridging the gap between complex data sets and actionable business intelligence within the IT Service Management framework. As we move into 2026, the complexity of IT ecosystems requires a sophisticated approach to data analysis, and this position is at the forefront of that evolution. You will be responsible for extracting, analyzing, and reporting on operational data to drive informed decision-making across the organization, ensuring that IT services are aligned with the broader strategic goals of the company.
Key Responsibilities
- Data Extraction and Analysis: Pull information from multiple organizational sources to identify trends and anomalies. You will be expected to take raw metrics and transform them into compelling narratives that justify process changes or resource allocations.
- Quality Assurance: Implement new analytical techniques and methods to ensure the validity, reliability, and integrity of all operational data.
- Stakeholder Collaboration: Partner with business and technical stakeholders to create and communicate process artifacts, including complex workflow diagrams and technical documentation.
- Governance and Compliance: Institute governance models to optimize IT processes and minimize long-term operational risks. You will interpret policy and monitor compliance with internal regulations to ensure organizational adherence.
- Tool Utilization: Leverage ServiceNow and Azure DevOps for data visualization and operational reporting. Integration between development and operations (DevOps) is a key focus area.
- Process Improvement: Work closely with Change and Problem Managers to analyze success rates, emergency change metrics, and recommend process adjustments to reduce service disruptions.
- Asset Management: Manage software asset onboarding processes in alignment with CSDM taxonomy, ITIL, and COBIT standards.
- CMDB Maintenance: Maintain accurate software asset records within the Configuration Management Database (CMDB) and manage End-of-Life (EOL) action plans.
Technical Environment and Impact
The ITSM Business Analyst role is not merely about data entry; it is about data storytelling. In the evolving landscape of 2026, IT Service Management requires a proactive approach to data. You will not just be reporting on what happened, but predicting what might happen using advanced trend analysis. By identifying anomalies early, you will help reduce service disruptions and improve the overall reliability of the IT infrastructure. The technical environment is fast-paced and requires a candidate who is comfortable with the Azure DevOps ecosystem. Your insights will help streamline the CI/CD pipeline by identifying bottlenecks in the change management process. Additionally, the governance aspect of this role involves a deep dive into risk management. By instituting robust governance frameworks, you will help the organization navigate the complexities of modern regulatory environments, ensuring that all IT processes are not only efficient but also fully compliant with industry standards. Your partnership with the Change Manager and Problem Manager will be pivotal. You will lead weekly metric review meetings, presenting data-driven recommendations that directly influence the stability of the production environment. This is a high-visibility role that offers significant opportunities for professional growth within the IT leadership track.
Work Environment
This position offers a hybrid work environment, allowing for one day of remote work per week, but emphasizes the importance of local presence in Chicago for high-touch collaboration with the local management team. Candidates must be local to the Chicago area to be considered for this role, as onsite presence is required for four days of the work week to facilitate face-to-face strategy sessions and stakeholder workshops.
Special Requirements
Locals candidates Only
Compensation & Location
Salary: $115,000 – $165,000 per year
Location: Chicago, IL
Recruiter / Company – Contact Information
Recruiter / Employer: BE Data Tech Inc
Email: david@bedatatech.com
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