Job Description

Rethink what's possible with SwitchThink! SwitchThink Solutions is an IT Services CUSO from Desert Financial.

As a collaborative partner for innovation, SwitchThink Solutions offers technology solutions that help credit unions achieve their transformational goals. Our knowledgeable development, infrastructure, and IT operations experts work hand-in-hand with our clients to maximize the benefits of their technology and speed their results.

The Senior ITSM Business Analyst is responsible for reviewing IT processes in accordance to best practices. The Senior ITIL Business Analyst is a practitioner in the area, focused on IT Service Management functions, including but not limited to Incident Management, Change Management, and Problem Management. Provides guidance and oversees management of key IT Infrastructure Library (ITIL) processes in partnership with process owners. Ensures that ITIL processes are defined, understood, adhered to and improved ongoing. Assists with implementation of continual service improvement items across all IT operational processes.

What you will do here

Responsible for Change Management governance, including: monitoring and reporting on change requests and providing status updates on implementation of change items.  Additionally, organizes schedules and leads, facilitates and documents Change Approval Board (CAB) meetings.

Responsible for Problem Management root cause analysis documentation and reporting.  Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring. 

Responsible for driving and identifying Service Management process opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders and identification of appropriate automation and process technology to support further process improvement within the environment

Analyze Service Management data and metrics to identify trends and potential areas for further investigation.  Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria.

Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliance and accuracy to ITSM processes.

Trains IT personnel on ITSM processes and tools.

Perform other job-related duties as assigned.


What you will need

Bachelor's degree in Technology or Business.

5 years of experience in the design, adoption, and governance of ITSM processes utilizing ITIL framework, information Technology, fit-gap analysis, creating/defining road map strategy.

ITIL Practitioner Certification and ITIL Foundations Certification required.

Project management experience preferred.

Business analysis experience preferred.

Strong communication skills and ability to communicate effectively (written and verbal) will all levels of staff and management and have the ability to translate technical information to a non-technical audience.

Demonstrated understanding and ability to explain Data and Business Analyst tools and techniques.

Attention to detail and ability to work across functions.

Sound business judgment and problem solving skills.

Ability to prioritize work within time constraints.

Strong organizational and follow-up skills.

Ability to work in a fast paced, dynamic environment.

Strong relationship-building and customer service skills.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


For additional information about our organization, careers and benefits visit

Application Instructions

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