Schwarz Partners, LP · 2 hours ago
Senior Business Analyst, IT Service Management
Carmel, IN
Full-time
Onsite
Senior Level
7+ years expSchwarz Partners LP is one of the largest independent manufacturers of corrugated sheets and packaging materials in the U.S. They are seeking a Senior Business Analyst for IT Service Management to define, govern, and continuously improve IT service management processes, with a focus on vendor management and collaboration with IT service owners and business stakeholders.
LogisticsManufacturingPaper ManufacturingShippingWarehousing
Responsibilities
Serve as the primary ITSM process owner for vendor management, ensuring accurate and current records for vendors, contracts, service ownership, renewal terms, and key obligations across SPtech
Partner with IT service owners, procurement, and accounting to support vendor lifecycle activities, including contract renewals, budgeting inputs, spend visibility, and alignment of vendor agreements to service needs and performance expectations
Analyze vendor-related data and processes to identify risks, inefficiencies, and improvement opportunities, and define standardized workflows and reporting to improve vendor governance, financial predictability, and operational accountability
Design, document, and maintain IT service management processes aligned to SPtech operational needs and ServiceNow capabilities
Establish and maintain standard processes and workflows for incident management, request fulfillment, service catalog structure, and CMDB governance
Partner with IT teams and service owners to identify process gaps, inefficiencies, and improvement opportunities
Translate business and IT requirements into clear process documentation, workflow designs, and ServiceNow configuration guidance
Support ServiceNow process enablement by collaborating with platform administrators, developers, and automation resources
Lead continuous service improvement (CSI) initiatives focused on process optimization, automation readiness, and ServiceNow adoption
Ensure ITSM processes are documented, versioned, and communicated effectively to IT teams and stakeholders
Lead and coordinate continuous service improvement (CSI) initiatives by defining scope, success metrics, and timelines, and partnering with service owners and technical teams to drive measurable improvements in service quality, cost, and efficiency
Ability to prioritize and multi-task between duties at any given time
Ability to communicate with business stakeholders on status of projects/issues
Solid communication and interpersonal skills
Comply with company policies and procedures and all applicable laws and regulations
Additional duties as assigned
Qualification
Required
Experience supporting vendor-related IT processes, such as maintaining contract records, coordinating renewals, supporting budgeting inputs, or partnering with service owners and accounting on vendor lifecycle activities (deep procurement ownership not required)
Bachelor's degree in Information Systems, Business, Computer Science, Engineering, or equivalent practical experience
7+ years of progressive IT experience with at least 3+ years in IT service management, business analysis, or a comparable IT process–focused role
Demonstrated experience leading and coordinating cross-functional initiatives or improvement projects, including requirements definition, stakeholder alignment, and outcome tracking
Demonstrated experience owning, analyzing, or supporting ITSM services within the ServiceNow platform, including workflow design, backlog intake and prioritization, reporting, and stakeholder engagement
Strong working knowledge of IT service management practices, including incident management, request fulfillment, service catalog design, and vendor management processes within an ITSM framework
Demonstrated ability to manage and analyze vendor-related ITSM work, including maintaining accurate vendor and contract records, supporting renewal planning, and aligning vendor services to IT service ownership and operational needs
Experience partnering with service owners, vendors, and internal teams (including accounting and procurement) to coordinate vendor lifecycle activities, service performance tracking, and budget-related inputs
Strong analytical skills with the ability to use service and vendor data to identify risks, inefficiencies, cost drivers, and continuous service improvement opportunities
Strong written and verbal communication skills, including the ability to document vendor-related processes, communicate expectations clearly, and provide concise executive-level summaries
Ability to operate as a self-directed individual contributor, managing multiple initiatives simultaneously while building trusted, collaborative relationships with service owners, vendors, and business stakeholders
Preferred
ServiceNow certifications (CSA and/or ITSM) or equivalent hands-on platform experience supporting ITSM processes, reporting, and workflow enablement
Experience working with ServiceNow integrations or data flows involving identity platforms (Active Directory/Azure AD), email, asset or endpoint tooling, monitoring/alerting systems, and/or CMDB-related data sources (hands-on development not required)
Experience supporting IT services in a manufacturing, multi-site, or otherwise distributed operating environment, with an understanding of the operational and vendor coordination challenges that come with scale
Understanding of ITSM governance concepts and practical implementation of operating routines
Familiarity with workflow automation concepts, integration patterns, and data quality practices for CMDB accuracy
Experience with Agile delivery methods (Scrum/Kanban) for platform backlog execution
Experience with ServiceNow modules commonly used in IT operations (ITSM, Service Catalog, CMDB, Integrations/APIs)
Company
Schwarz Partners, LP
Beginning with just three employees, the Schwarz family of companies now employs over 6,800 people across the United States and internationally.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase