Sr. Business Analyst-IT Service Management/ServiceNow

Federal Home Loan Bank of Chicago - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Credit Intermediation and Related Activities

About the position

Join the FHLBC team! At the Federal Home Loan Bank of Chicago, employees come first - that's why we offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees. Our mission at FHLBank Chicago is to partner with our members in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment, and support for their community investment activities. Simply said, we're a bank for banks and other financial institutions, focused on being a strategic partner for our members and working together to reinvest in our communities, from urban centers to rural areas. Created by Congress in 1932, FHLBank Chicago is one of 11 Federal Home Loan Banks, government sponsored in support of mortgage lending and community investment. In this role, you will serve as a part of an IT Service Management (ITSM) team in a highly regulated environment supporting the Federal Home Loan Bank of Chicago. The Sr. Business Analyst would lead and manage the IT Change Management and Problem Management practices of the organization and work across the IT landscape to perform change assessments, risk assessments, root-cause analysis, and impact analysis. Additionally, this position would work in a small agile team, using ServiceNow to deliver and maintain technology solutions that improve operational efficiency with a focus on process improvement and automation. At FHLBank Chicago, we bring people together. Our regular All-Staff meetings keep employees informed and our values drive the work that we do. Our Buddy Program pairs new hires with tenured employees to guide their onboarding. Through our Office of Diversity, Equity and Inclusion (DEI), we host signature and employee-led events to celebrate our differences and learn from each other and identify volunteer opportunities to strengthen our communities; and Employee Resource Groups (ERGs) and culture teams create connections around shared interests and experiences. We offer live and on-demand professional development opportunities to grow your skillset and your career.

Responsibilities

• Lead IT Change Management and Problem Management practices for the Bank
• Perform change assessments, risk assessments, and impact analysis
• Define and measure success metrics to monitor the change and problem processes
• Analyze incident trend data and identify problem candidates
• Conduct root cause analysis on problems impacting the organization
• Participate in agile ceremonies providing insight and expertise in level of effort, timeline, and status updates
• Lead and conduct business requirements/technical documentation review meetings
• Define, document, and understand business requirements from multiple stakeholders
• Propose solutions based on requirements and prioritize them towards achieving long term goals
• Pull information from multiple sources within the organization while analyzing and reporting relevant data trends for informed decision making
• Determine the validity and reliability of data; implement new analytical techniques and methods to ensure data quality and integrity
• Partner with stakeholders to create and communicate process artifacts such as complex workflow diagrams
• Institute governance to optimize processes and minimize long-term risk
• Interpret policy and monitor policy compliance and regulations to ensure adherence or acceptance.

Requirements

• 3+ years' experience in IT Service Management is required
• 4-year degree or equivalent experience is required
• Experience with ServiceNow is preferred
• ITIL 4 Certification is preferred
• Lean Six Sigma Certification is preferred
• Knowledge of Agile methodology and software development lifecycle
• Excellent communications skills required - verbally and written with all levels of IT and business management
• Ability to communicate technical topics to a non-technical audience
• Ability to break down ideas/issues into solutions
• Demonstrates an understanding of risk that promotes positive change aligned to the business strategy
• Ability to mentor/coach others.

Nice-to-haves

• Create an inclusive working environment where change can be embraced by all backgrounds
• Give and receive effective feedback across all interactions
• Seek opportunities to improve work processes, systems, etc.
• Develop trust and a reputation as an approachable and respectful leader
• Display awareness in how personal emotions can impact team performance
• Deliver well-organized presentations at appropriate level for audience
• Proactively facilitate conversations on how oneself and others can improve in the future.

Benefits

• Retirement program (401k and Pension)
• Medical, dental and vision insurance
• Lifestyle Spending Account
• Generous PTO plan
• 11 paid holidays per year
• Hybrid working model