Business Analyst – IT Operations & End User Services bei Allegheny Technologies (ATI)

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ATI is looking for a Business Analyst to support our DT Service Desk, ITSM processes, and Deskside Support. This is an onsite position in our Dallas, TX office 5 days per week. This role bridges IT operations and the business, using data, process knowledge, and technology (ServiceNow) to drive stability, efficiency, and measurable improvements in end-user services. This is a great position for you if you're looking to expand your knowledge in ITSM, secure an enterprise role that works across our various business units/functions, and partners with cyber, applications, infrastructure and more!

Key Responsibilities

• Partner with Service Desk and ITSM teams to analyze trends, identify improvements, and enhance customer experience.
• Document and refine ITSM workflows (Incident, Request, Change, Problem, Knowledge).
• Support Deskside by identifying “shift left” opportunities and standardizing processes.
• Build and maintain dashboards, metrics, and reports for service performance.
• Translate business needs into clear requirements for ServiceNow enhancements.
• Conduct root cause analysis on recurring issues and recommend solutions.
• Develop SOPs, process flows, and user documentation to drive consistency.