Business Analyst III

Location: san francisco, CA

Type: Contracted

Min. Experience: Experienced

As part of the ITS organization, ITS Strategy & Operations is responsible for delivering a world-class support experience to our employees.

The IT Business Analyst will be responsible for implementing the team's operational support strategy by working directly with service owners and engineers across our organization to catalogue and assess services, document support designs, prioritize, and implement processes to support the applications they manage. In addition, this individual will help craft our critical incident response strategy.


  • Partner with stakeholders to identify, curate, and maintain a catalogue of services, process designs, and runbooks
  • Conduct quantitative/qualitative analysis on the performance of critical  IT management processes and develop recommendations to improve service delivery
  • Lead efforts to improve, automate and align with current processes to deliver world class support to our internal users
  • Develop processes and training to support services
  • Business and technical requirements Facilitation/understanding able to facilitate a requirements session
  • Curate and maintain accuracy and consistency of related support documentation and runbooks (Self help articles, macros, training material, support flows, & other documentation)Skills:


  • Knowledge of IT Service Management best practices and ITIL frameworks
  • Excellent communication skills with the ability to work with technical/non-technical audiences at all levels of the organization
  • Strong business acumen with experience in operations, analysis and project management
  • Experience in technology and IT operations
  • Translate high-level business requirements into functional specifications for input into application activities.
  • Demonstrated customer service experience and/or strong interpersonal skills
  • ITIL v3 Foundation preferred
  • 6+ years relevant work experience in IT operations or related field
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