Business Systems Analyst, Expert - ITSM

CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world.  We serve agriculture customers and consumers across the United States and around the world.  Most of our 10,000 employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.

Summary

CHS has an exciting opportunity within the Information Technology group. We are looking for an expert level Business Systems Analyst that will have strategic and operational responsibility to the ITSM process(s), which includes engaging in activities that support utilization of established processes and will drive maturity using CI tools such as Lean and OCM practices. This role will align CHS Information Technology to industry best practices with expected outcomes such as increased customer satisfaction, risk reduction, skills mastery, and the prevention of issues resulting in service outages and technology impacts to CHS business operations. This role will work across all functional areas to ensure processes are implemented, followed, and aligned with business needs. The position will ensure continual improvement of service management policies and processes.

Responsibilities

• Responsible for leading the development, implementation, communication/training of standardized ITSM processes and procedures.
• Aligns internal ITSM strategy with industry standards and best practices.
• Utilizes tools such as Lean to review and drive continuous improvement.
• Monitors and reports on process adherence and outcomes.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Maintains all related process documentation and artifacts.
• Ensures visibility of articles and proper training and education of internal and external stakeholders.
• Provides direction and goal-setting inputs related to ITSM strategy and operational maturity of ITSM components.
• Develop and deliver regular performance reports and analyze key performance indicators (KPIs).
• Provide insights for improvements and data-driven decisions.
• Monitors countermeasures through completion.
• Proactively monitors and analyzes the environment for impacts or related trends using historical data including incident, problem, request, change and services.
• Determines and takes appropriate action to reduce risk of impact to the organization and continuously improve service delivery.
• Communicates and reinforces the organizational ITSM vision and the Process goals to Internal IT teams.
• Manages all IT incident and maintenance communications.
• Manages IT communications and information campaigns related to ITSM process and impacts.

Minimum Qualifications (required)

• Bachelor’s degree in Computer Science, Information Management, Information Systems, or related discipline (or equivalent in years of experience, education, and training)
• 7+ years defining, building, implementing, supporting, and improving ITIL/ITSM governance and practices with emphasis on Change, Incident, and Problem Management

Additional Qualifications

• Lean Certification or Lean problem-solving experience
• ServiceNow experience
• ITIL Certification
• Experience delivering in an agile/product methodology

 

Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.

CHS offers a competitive total compensation package. Benefits include Health, Dental, Vision, Hearing, Life Insurance, Health and Day Care Savings Accounts, Paid Vacation, 401K, Company Funded Pension, Profit Sharing, Long and Short Term Disability, Tuition reimbursement, and Adoption assistance.

CHS is an Equal Opportunity Employer.