Analyst, Business Process

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

General Summary:

The ITIL Business Process Analyst will lead and facilitate process improvement activities in the IT Operations organization, using industry-standard frameworks such as the IT Infrastructure Library (ITIL) to drive operational excellence, efficiency, quality, and customer satisfaction.

How You'll Help Us Connect the World:

• Provides ITIL infrastructure domain expertise to develop, improve, integrate, measure, and report on operational processes, emphasising continuous service improvement.
• Acts as a central point to manage the development and delivery of the overall ITIL process involving Asset Management.
• Manage inventory of assets and CIs (including attributes and dependencies); ensure that the teams in charge properly record additions, modifications, and withdrawals of existing ones in the tools to ensure compliance with the vendor contracts.
• Manage the lifecycle of software and hardware models in the DML, from their introduction to their retirement.
• Design, implement and improve processes related to software and hardware asset management.
• Verify and audit CMDB and DML content: check the conformity of hardware assets with actual inventory, verify software assets with license contracts, and initiate and track corrective actions.
• Manage activities related to license compliance audits to answer requests from software editors.
• Produce and distribute reports on existing assets and CIs and their current status, including compliance reports, and conduct trend analyses.
• Enable and champion an IT service culture.
• Oversees development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
• Leads and facilitates the effective implementation and delivery of capabilities supporting ITSM processes using industry standard methodologies.
• Champion and promote ITIL process improvements on an ongoing basis to improve quality and customer satisfaction with IT services continually.
• Review service metrics (KPIs) that identify the success of the services being used to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Develop and manage key program metrics, reports, and dashboards.
• Coordinate inter-process changes with process owners.
• Coordinate continuous quality improvement programs and ensure accountability to processes.
• Measure the effectiveness of and recommend pre- and post-implementation strategies for enhancing ITIL Processes required to support the organization's needs.
• Facilitate standards of process documentation, definition, and education, ensuring coordination of effort and key inputs and outputs of all processes, so they are integrated effectively.
• Facilitate meetings between departments for interrelated processes to ensure desired process integration and overall consistency and effectiveness across the enterprise.
• Conducted one-on-one interviews and brainstorming sessions with various multi-functional groups and domain experts to create end-to-end process narratives, process flow diagrams, and documentation on roles and responsibilities.
• Coordinate/assist with training sessions for the new processes and systems.
• Coordinate service, process, and procedure rollouts and track and report progress on adoption.
• Coordinate/assist with critical issues of incidents and problems affecting production services.
• Assist in the oversight of the day-to-day execution of asset management activities.

Required Qualifications for Consideration:

• A bachelor’s degree in computer science, information technology, or business administration is required in a related field or equivalent.
• Minimum 5 years of experience in Asset Management

You Will Excite Us If You Have:

• Include demonstrated competencies and physical, mental, & interpersonal skills.
• Ability to work independently with minimal supervision.
• Ability to manage multiple tasks simultaneously.
• Good interpersonal and communication skills

Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. 

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo