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Job Details: Business Analyst-Service Management

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Industry SectorBusiness Analyst jobs, IT, Other IT jobs
LocationsJacksonville, Rail jobs in USA, Railroad jobs Florida
Contract TypePermanent
Date Posted16 March 2013

Job Description

Job Summary:
Responsible for supporting Incident, Problem, and Request Management maintenance, enhancement projects, and business processes. Facilitate meetings with cross functional teams including technical directors and staff for all phases of both ongoing support of, and enhancements to, the above listed Service Management processes. Maintain key measurements associated with Service Management and be responsible for continuous improvement of same. This position must become technically proficient in our Information Technology Service Management (ITSM) tool, which is IBM’s SmartCloud Control Desk (SCCD).

Primary Activities and Responsibilities:

Gather, develop, and track requirements in Quality Center (QC) for all in-scope enhancement and support projects from beginning to post-production validation.

Act as the principle team lead to coordinate both onshore and offshore vendor resources for in-scope development.

Plan scope for ITSM releases and maintain a prioritized project backlog list for Request and Service Management.

Coordinate environments and use cases for all testing efforts for in-scope maintenance and enhancement projects.

Facilitate regular review meetings with Technical Directors and staff to ensure appropriate analysis and quality of data for specific Service Management processes.

Evaluate the performance of specific Service Management process activities against defined performance criteria and measures, and provide recommendations to correct any gaps identified.

Maintain measures and scorecards for specific process areas.

Report and track alignment to department financial goals and objectives.

Provide technical support and administration of current and legacy Service Management tools.

Assist Service Management product administrators as necessary to support both ITSM and Enterprise Asset Management functions within the product.

Miscellaneous activities and responsibilities as assigned by manager.

Minimum Qualifications: •
Bachelor’s degree from an accredited institution required in Computer Science, Information Systems Science, Management, Engineering, Liberal Arts, Business, or related major field of study

5 or more years of experience required in requirements gathering, analysis, design, development, and testing of complex IT projects

Equivalent Minimum Qualifications:

Associates degree from an accredited institution required in Computer Science, Information Systems Science, Management, Engineering, Liberal Arts, Business, or related major field of study

7 or more years of experience required in requirements gathering, analysis, design, development, and testing of complex IT projects

Preferred Qualifications

In addition to meeting the above qualifications, any of the following are preferred:

2 or more years of experience providing service desk, operations, development, or project management support

4 or more years of experience providing technical support in large mainframe and/or mid tier environments


Certified Business Analyst Professional (CBAP)

Certification of Competency in Business Analysis (CCBA)

Project Management Project (PMP)

Information Technology Infrastructure Library (ITIL) and/or ITIL Practitioner certification

Knowledge and Skills:

Knowledge of user Acceptance Testing use case development and execution

Knowledge of requirement gathering and documentation

Knowledge of the IBM Maximo/SmartCloud Control Desk (SCCD) tool suite

Knowledge of Information Technology Service Management (ITSM) tool, which is currently IBM’s SCCD version 7.5

Knowledge of Enterprise reporting tools like Business Objects

Knowledge of Relational Databases like SQL Server or Oracle

Knowledge of Business Process mapping tools

Knowledge of project management tools such as Niku Clarity

Knowledge of statistical and analytical principles and processes

System administration experience with IBMs Maximo / SCCD products, IBMs Rational Tool Suite, or TCIS

Skill with Microsoft Office Products

Relationship Management skills

Strong communication skills

Collaborative and coaching skills

Presentation skills

Strong troubleshooting skills

Ability to multi task effectively

Ability to act as an agent for process and procedural changes

Ability to remain calm under pressure

Ability to use good judgment and make sound decisions

Ability to interact successfully with all levels of the Customer and IT Provider organization.

Ability to translate technical requirements and specifications into easily understood business concepts

Ability to use requirement gathering and tracking systems such as Blueprint or HQs Quality Center (QC)

Ability to administer software suites in a Java application server environment

Ability to communicate at technical and business levels


The CSX Competency Framework is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following competencies: analyze issues and make effective decisions, advance the business, engage, coach, and build a diverse workforce, build partnerships, improve service quality and processes, execute effectively, demonstrate personal leadership, and demonstrate functional and technical agility.

Job Requirements:

5% travel required.

Work hours may vary in length and schedule. Work hours may include a nonstandard workweek.

Safety Commitment:

Safety is a way of life at CSX, encompassing every aspect of company operations. Guided by a policy of ensuring the safety of our employees, our customers, and the communities we serve, CSX works relentlessly to prevent accidents and injuries. Not only is it the right thing to do, but when a company puts safety first, everyone benefits: the employees and their families, the customers, and the communities.

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