Business Systems Analyst

Job Overview

Analyzes business process and practices in an effort to focus the design and implementation of information technology solutions that meet customer needs and business initiatives. Applies advanced analytical skills within the functional area. Requires specialized depth and/or breadth of expertise. Interprets internal or external business issues and recommends best practices. Solves complex problems and takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead functional teams or projects. Is recognized as an expert in their own area within the organization.

Education

Bachelor's degree in a related field (such as Computer Science, Information Systems, or Business Administration) required.

Relevant Experience

11-15 years of experience as a Business Systems Analyst with expertise in IT budgeting, forecasting, and financial analysis.

Responsibilities

• Establishes and manages effective customer relationships with users of business, financial, and operations systems, as well as technical team members.
• Uses knowledge of business processes to identify interdependencies and functional gaps, ensuring alignment with IT and business strategies.
• Acts as a lead in the application testing process, documentation updates, and process improvement initiatives.
• Analyze incident trends and create Problem tickets not automatically generated by ServiceNow (e.g., recurring incidents, proactive analysis).
• Assign Problem tickets and monitor progress.
• Assist assignees with Root Cause Analysis (RCA), including "5 Why's" methodology.
• Facilitate identification and implementation of actions for detection, correction, and prevention of future incidents.
• Communicate with Problem ticket assignees to ensure timely completion of tasks.
• Review and validate Problem tickets; oversee approval steps for closure.
• Generate reports and respond to inquiries regarding Problem Management activities.
• Identify opportunities to improve Problem Management processes and overall efficiency.
• Collaborate with IT Operations leadership to manage workload and priorities.

Other

Demonstrates a strong familiarity with business processes in their area of business focus, ensures compliance with technology standards, and provides strategic recommendations for system enhancements.