Business Systems Analyst

We Make Life More Rewarding and Dignified 

Location: ​Stuarts Draft​
Department: ​ 

Summary:

The Specialist Business Analyst plays a crucial role within our organization by ensuring the alignment of IT service delivery with business expectations. This position entails analyzing, designing, implementing and facilitating ITSM processes and services to enhance operational efficiency and achieve strategic objectives.

The Specialist will work closely with the relevant IT functions to ensure continued efficiency and effectiveness is achieved and provide the required support for all business applications within their scope of responsibility including enhancements and issues.

Key components of role include:

• Partnering with Global IT:  Deliver a clearly defined technology and process roadmap for ITSM. Ensure issues are being communicated and addressed promptly and users are making full use of the system capabilities. Identify opportunities for process improvement and work with the stakeholders on process improvement implementations.
• ITSM product ownership:  Provides direct application support for ITSM tools including enhancements, reporting and incident resolution. Completes all enhancements, incidents and changes using the IT service management processes and supporting tools. Ensures proper testing, communications and alignment with the IT change management process prior to moving into production. Maintains documentation to support configuration, reporting, user training/help guides, system changes and administrative activities. Maintain in-depth working knowledge of business systems, remain current with business application systems best practices, and envision new capabilities to meet business needs.
• ITSM process ownership:  Facilitate key ITSM processes such as Change Approval Board (CAB), Change Control Review Board (CCRB) and Incident Management.
• Focus areas include Quality applications, to include:  SAP ECC and/or S4 Hana Batch Management, Quality Inspections, and Quality Notifications.   

Responsibilities:

Process Leadership

• Oversee and manage essential ITSM processes such as Incident Management, Problem Management, Change Management, and Service Request Management, ensuring they are executed effectively and efficiently.
• Conduct detailed analyses of ITSM processes to identify areas for improvement.
• Facilitate development and documentation of new processes or enhance existing ones to streamline operations and improve service delivery.
• Collaborate with stakeholders to gather requirements and ensure processes meet organizational needs.
• Facilitate workshops and meetings to capture process requirements and foster a culture of continuous improvement.

Service Management Implementation

• Work closely with Global IT teams to implement ITSM tools and solutions, ensuring they align with industry best practices.
• Manage the configuration and customization of ITSM platforms to meet specific business requirements.
• Coordinate with vendors and external partners to ensure successful deployment and integration of ITSM solutions.
• Provide ongoing support and troubleshooting for ITSM applications, ensuring minimal disruption to business operations.

Data Analysis and Reporting

• Analyze service performance data to identify trends, issues, and opportunities for improvement.

• Develop and keep performance metrics and dashboards to provide insights into service delivery and process efficiency.
• Prepare and present reports to stakeholders on the status and progress of ITSM initiatives.
• Utilize data to recommend and implement changes that drive service improvement and operational excellence.

• Stakeholder Management
• Build and maintain strong relationships with key stakeholders.
• Communicate effectively with stakeholders to ensure alignment and understanding of ITSM goals and initiatives.
• Engage with stakeholders to gather feedback and ensure continuous improvement of ITSM processes and services.

Training and Development

• Develop and deliver training programs to educate staff on ITSM processes and tools.
• Ensure team members are up to date with the latest ITSM practices and technologies.
• Provide coaching and support to staff to enhance their understanding and use of ITSM processes.
• Promote a culture of learning and development within the IT team.

Essential Functions of the Role**:

• Detail-oriented with a focus on accuracy and quality.
• Proactive and self-motivated, with a strong drive for continuous improvement.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Adaptability and flexibility in a dynamic work environment.
• Customer-centric mindset, with a focus on delivering exceptional service in collaboration with stakeholders.
• Participates in conferences, professional organizations and benchmarking activities to identify best practices, business trends, etc.
• Engages on a regular basis and openly shares knowledge with other cross-functional business teams.
• Travel as required by the role.

Requirements

• Number of Overall Years Necessary: 2-5
• Minimum of 2 years of IT experience within ITSM field.
• Minimum of 2 years experience with ITSM systems

• Education Requirements
• BS/BA Computer Science or equivalent related field of study is preferred

Specialized Skills/Technical Knowledge:

• Application knowledge in Quality Management:  SAP ECC and/or S4 Hana Batch Management, Quality Inspections, Quality Notifications, and/or practical experience.
• Application knowledge or related work experience in the area of Environmental Health & Safety (Carbon emissions) is desirable.
• Experience in Manufacturing is highly desirable.
• Strong proficiency in ITSM tools and Microsoft O365 applications including PowerBI.
• Experience working globally with ability to work within multi-cultural teams.
• Solid understanding of both IT business applications and technology infrastructure in relation to ITSM..
• Strong people skills, with the demonstrated ability to communicate effectively with associates at all levels within the organization.

#LI-Hybrid

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP). ​

• The anticipated base pay range for this position is $65,000 - $75,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.​
• The Company also provides a unique Benefit of Employee Share Ownership Program (BESOP) program based on earnings and length of service. ​
• The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs. ​
• The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions. ​
• The Company’s paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status. ​
• The Company’s additional benefits include: education assistance and adoption assistance benefit programs. 

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 34420