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For Companies At a Glance
- Tasks: Collaborate with teams to define workflows and improve IT Service Management processes.
- Company: Dynatrace is a leading software company focused on creating value for enterprises globally.
- Benefits: Enjoy a creative work environment, career development programs, and the latest tech innovations.
- Why this job: Join a diverse team that values innovation and offers opportunities for personal growth.
- Qualifications: Bachelor's degree in a related field and experience in ITSM and workflow design required.
- Other info: Work in a global team with English as the corporate language.
The predicted salary is between 36000 - 60000 £ per year.
Your role at Dynatrace
The ITSM Lead Business Systems Analyst will be responsible for collaborating with various team leads to understand their processes and define the workflows needed to be configured in the IT Service Management (ITSM) system. This role requires strong communication skills, a deep understanding of ITSM, and the ability to drive process improvements across the organization
Your role at Dynatrace
The ITSM Lead Business Systems Analyst will be responsible for collaborating with various team leads to understand their processes and define the workflows needed to be configured in the IT Service Management (ITSM) system. This role requires strong communication skills, a deep understanding of ITSM, and the ability to drive process improvements across the organization
Key Responsibilities:
- Collaboration: Meet regularly with Department leads / managers to understand their processes, challenges, and requirements within the ITSM.
- Workflow Definition: Work with team managers to define and document workflows that need to be configured in the ITSM system.
- Process Improvement: Identify opportunities for process improvements and implement best practices to enhance efficiency and customer satisfaction within the ITSM.
- ITSM Configuration: Collaborate with the ITSM Systems Manager and ITSM Admin team to ensure accurate configuration of workflows in the ITSM system.
- Training and Support: Provide training and support to team members on new workflows and ITSM processes.
- Reporting: Generate and analyze reports to monitor the effectiveness of workflows and identify areas for improvement.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders to ensure alignment and successful implementation of workflows.
- Problem Solving: Address and resolve any issues related to workflow configuration and ITSM processes.
- Vendor Management: Manage relationships with ITSM vendors and ensure that issues escalated to them are resolved promptly and effectively (“voice of the customer”).
- Change Management: Ensure new ITSM functionality are deployed with stakeholders awareness and concerns raised are proactively addressed.
- Consistency and Global Standards: Ensure that processes are consistent and standardized across the organization globally.
What Will Help You Succeed
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience with workflow design and process improvement.
Qualifications / Education / Experience:
- Bachelor\’s degree in Business Administration, Information Technology, or a related field.
- Proven experience in customer support management or a similar role.
- Strong understanding of IT Service Management (ITSM) principles and tools.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience with workflow design and process improvement.
- Proficiency in ITSM software (FreshService).
Why you will love being a Dynatracer
- A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
- Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
- A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
- An environment that fosters innovation, enables creative collaboration, and allows you to grow.
- A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
- A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
Please review the Dynatrace privacy policy here: https://www.dynatrace.com/company/trust-center/policies/recruitment-privacy-notice
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Software Development
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ITSM Lead Business Systems Analyst employer: Dynatrace
Contact Detail:
Dynatrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Lead Business Systems Analyst
✨Tip Number 1
Familiarise yourself with ITSM principles and tools, especially FreshService, as this will be crucial for your role. Consider taking online courses or certifications to deepen your understanding and demonstrate your commitment to the field.
✨Tip Number 2
Network with professionals in the ITSM space, particularly those who have experience in workflow design and process improvement. Attend industry events or join relevant online forums to build connections that could help you learn more about the role and the company.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of examples from your past experiences where you've successfully improved processes or resolved issues. Being able to articulate these stories will set you apart during interviews.
✨Tip Number 4
Research Dynatrace's culture and values to align your approach with what they seek in a candidate. Understanding their focus on innovation and collaboration will help you tailor your conversations and show that you're a great fit for their team.
We think you need these skills to ace ITSM Lead Business Systems Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management (ITSM) and workflow design. Use specific examples that demonstrate your analytical and problem-solving skills, as well as your ability to collaborate with cross-functional teams.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the responsibilities of the ITSM Lead Business Systems Analyst position, particularly your experience in process improvement and stakeholder management.
Showcase Communication Skills: Since strong communication is key for this role, consider including a section in your application that illustrates your interpersonal skills. You could mention specific instances where you successfully collaborated with team leads or resolved conflicts.
Highlight Relevant Qualifications: Ensure you clearly list your qualifications, especially your degree in Business Administration, Information Technology, or related fields. Mention any certifications or training in ITSM tools like FreshService to strengthen your application.
How to prepare for a job interview at Dynatrace
✨Showcase Your ITSM Knowledge
Make sure to brush up on your understanding of IT Service Management principles and tools. Be prepared to discuss specific ITSM frameworks you've worked with, such as ITIL, and how they can be applied to improve workflows.
✨Demonstrate Collaboration Skills
Since the role involves working closely with various team leads, highlight your experience in cross-functional collaboration. Share examples of how you've successfully worked with different departments to achieve common goals.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about past challenges you've faced in workflow design or process improvement. Prepare specific examples that showcase your analytical skills and how you approached problem-solving in those situations.
✨Understand the Company Culture
Familiarise yourself with Dynatrace's values and culture. Be ready to discuss how your personal values align with theirs, especially regarding innovation and collaboration, as this will show your genuine interest in the company.
