Business Analyst - ITSM

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
As a Business Analyst within the ITSM team, you will be responsible for reviewing Relativity business processes in order to gain a complete understanding of current procedures, identify improvements, document processes, act as an advocate for Service Delivery. The Business Analyst will also be required to have an understanding of Service Management frameworks and methodologies like ITIL, Lean, DevOps, Organization Change Management and others that can help us with our continual improvement efforts in Service Delivery. The initial ITSM focus will be around Incident Management, Change Management, Problem Management, Service Catalog, Self-Service, Knowledge Management and Continual Improvement. The BA will work to be one of the ITSM team process experts that can help teach others across Relativity. 

Role Responsibilities

  •  Gain a good understanding of Service Management practices and frameworks in order to apply their principles on continual improvement initiatives.
  • Assist ITIL process owners with day-to-day processes/functions, measurement, reporting and analysis.
  • Interpret business needs, translate them into requirements, and assist with implementation of process, policy and technology solutions.
  • Decompose high-level information into granular details and general understanding in documentation, presentations and training materials.
  • Assist with User Acceptance Testing activities including but not limited to the creation of test plans, selection of testing methods, coordination of testing schedules, documentation and analysis of testing results.
  • Provide reference material for team members and system users by contributing to the maintenance of team documentation.
  • Tracking execution of action items discussed during cross-functional meetings and working sessions.
  • Build trusting, collaborative relationships and partnerships with internal and external stakeholders, including operations, engineering and support teams.
  • Maintain an attitude of commitment and responsibility by understanding the needs of internal and external customers.
  • Adhere to and promote standard procedures, policies and best practices.
  • Adaptable to changing environment and team needs.

Minimum Qualifications

  • At least three years of experience as a BA running projects/programs for an IT or Service Delivery team that works on cross-functional projects
  • Strong analytical skills and attention to detail; must be able to distill critical data and help to identify required actions based on results
  • Ability to exhibit a sense of urgency, flexibility, and adaptability while preserving strong organizational and interpersonal skills
  • Willing to expand skills, certifications and knowledge across service management Frameworks/Methodologies in order to be effective in this role
  • Ability to accommodate off-hours conversation or work with local and international offices

Preferred Qualifications

  • Knowledge of project management techniques and tools (e.g. Waterfall, Agile)
  • Proficient in using Microsoft Visio, Lucidchart, Balsamiq or similar
  • Ability to pass the Relativity Certified Administrator (RCA) exam
  • #LI-MC1

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years.
If you’re ready to grow with us, we’d love to hear from you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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