Service Management Senior Analyst

Role Description

TTEC Digital is seeking a versatile Project Manager / Business Analyst to help drive technology initiatives that improve how our teams work, make decisions, and deliver services. This role partners across IT, Finance, Operations, Compliance, and business teams to move ideas from intake through requirements, delivery, adoption, and continuous improvement. The PM/BA will support a varied portfolio that may include enterprise business applications, analytics and reporting solutions, custom internal apps, integrations, automation, audit/control needs, and the Professional Services Automation ecosystem. The ideal candidate can bring structure to ambiguity, communicate clearly across audiences, and keep complex work moving without losing sight of business value.

What you’ll be doing:

• Project & Program Management
  • Platform program ownership – Lead technology initiatives across enterprise applications, analytics/reporting, integrations, custom apps, and PSA; manage scope, schedule, risks, dependencies, and stakeholder alignment.
  • Governance facilitation – Plan and facilitate governance forums, including agendas, materials, decisions, and action tracking.
  • Status reporting – Produce clear status updates, executive summaries, recaps, and follow-ups that keep stakeholders aligned.
  • Risk & issue management – Identify, log, escalate, and drive resolution of risks and issues; coordinate mitigation across teams and vendors.
• Change & Release Management
  • Change requests – Create, document, and manage standard and emergency change requests; coordinate approvals, scheduling, and production rollouts with technical teams and software vendors.
  • Release coordination – Track changes from request through validation and closure, ensuring decisions align with change governance.
  • Vendor & support coordination – Manage vendor support cases and escalations, confirm fixes, and ensure changes are validated in production.
• Business Analysis
  • Requirements & process analysis – Elicit, document, and validate business and functional requirements; map current- and future-state processes and identify gaps and improvement opportunities.
  • Solution support – Partner with technical teams on solution design, enhancements, testing, rollout, and adoption across workflows, data/reporting, integrations, automation, and custom apps.
  • Documentation & enablement – Author and maintain process documentation, job aids, and training materials; run training sessions and office hours to drive adoption.
• Audit, Compliance & Controls
  • Control documentation – Author and maintain IT General Controls (ITGC) documentation, control narratives, and control matrices (control, frequency, owner) for systems in scope.
  • Audit support – Coordinate and lead walkthroughs with internal and external auditors; manage review cycles and respond to audit requests in a timely, organized manner.
  • Access governance – Support provisioning and access reviews, including onboarding/offboarding, SSO/group provisioning, and administrative-access tracking.
• Stakeholder Alignment & Communication
  • Scheduling & coordination – Coordinate complex calendars across multiple senior stakeholders; schedule, propose, and adjust meetings to find workable times efficiently.
  • Meeting leadership – Prepare agendas, facilitate productive discussions, capture decisions and action items, and follow through to completion.
  • Cross-functional liaison – Connect business users, technical teams, leaders, and vendors by translating needs, decisions, and tradeoffs across audiences.

Qualifications

• 5+ years of combined project management and business analysis experience, ideally supporting enterprise/internal systems.
• Demonstrated experience leading cross-functional initiatives with senior stakeholders.
• Hands-on experience with change management and release coordination, including working with software vendors.
• Experience producing requirements, process documentation, and audit-support materials.
• Excellent written and verbal communication, organization, and follow-through.

Preferred Qualifications

• Familiarity with enterprise integrations, data flows, and business processes across finance, operations, HR, analytics, and internal technology platforms.
• Experience supporting analytics/reporting initiatives, custom internal applications, workflow automation, or cross-system process improvements from requirements through delivery and adoption.
• Experience with a Professional Services Automation (PSA) platform (e.g., ChangePoint, Planview, or similar).
• Exposure to SOX / ITGC controls, internal audit, and access governance.
• Project management or business analysis certification (e.g., PMP, CAPM, CBAP, CSM, or equivalent).
• Experience supporting onboarding/offboarding and identity/access workflows (SSO, group provisioning).