Business Process Analyst Operations Support Intern

• Conduct in-depth analysis of current IT service management processes, identifying bottlenecks, inefficiencies, and areas for improvement
• Develop and implement process improvement initiatives based on ITIL best practices
• Collaborate with stakeholders to gather requirements, document processes, and create process maps and workflows
• Ensure adherence to ITIL best practices in all service management processes
• Assist in the implementation and maintenance of ITIL processes including incident management, problem management, change management, and service request management
• Monitor process performance through key performance indicators (KPIs) and service level agreements (SLAs)
• Provide regular reports to management
• Work closely with cross-functional teams to understand business needs and translate them into actionable process improvements
• Facilitate communication and collaboration between different teams
• Provide training and support to staff on new processes and ITIL best practices
• Maintain comprehensive documentation of all processes, procedures, and workflows
• Contribute to the development and maintenance of a knowledge base for IT service management best practices

• University Students pursuing a degree in business or information technology
• Bachelor's degree in business, information technology, or a related field
• At least some experience in business process analysis or IT service management
• Strong understanding of ITIL best practices and their application in a managed services environment
• Excellent analytical, problem-solving, and process mapping skills
• Strong communication and interpersonal skills
• Experience in gathering and documenting business requirements
• Proficiency in using process modeling and documentation tools
• Knowledge of IT service management tools (e.g., ServiceNow, BMC Remedy) is a plus
• Self-motivated and proactive with a strong work ethic
• Detail-oriented and organized
• Adaptable and able to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills
• A strong team player with the ability to build relationships across the organization

Knowledge of IT service management tools (e.g., ServiceNow, BMC Remedy)

• Health & Wellbeing benefits
• Personal & Professional Development programs
• Unconditional Inclusion environment
• Comprehensive suite of benefits supporting physical, financial and emotional wellbeing