Technical Business Analyst

Job Title

Technical Skills:

- Experience creating ServiceNow dashboards.

- Experience using ServiceNow and Power BI or other reporting tools.

- Standard Operating Procedures (SOP): Knowledge of established SOPs; ability to design, implement, and evaluate SOPs affecting daily and strategic business operations to increase operational efficiency.

- IT Service Management (ITSM): Knowledge of IT service; ability to manage IT services and oversee service operations.

- IT Service Level Agreements: Knowledge of IT SLAs; ability to design, develop, and utilize formal IT SLAs with internal and external customers.

- Key Performance Indicators (KPIs): Knowledge of business metrics and KPIs; ability to use strategies and tools for defining and measuring progress toward goals.

- Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply problem-solving knowledge to diverse situations.

- Customer Service Management: Knowledge of customer service priorities; ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.

- Vendor/Supplier Management: Knowledge of external provider management processes; ability to effectively manage business relationships with external providers (e.g., vendors, service providers, contractors, consultants, suppliers).

- Proficiency in ITSM frameworks such as ITIL.

- Experience with service desk platforms (e.g., ServiceNow, Jira).

- Ability to design, implement, and evaluate SOPs.

- Monitoring and interpreting KPIs and utilizing tools for tracking and reporting service performance.

- Familiarity with incident, problem, and change management processes.

- Good understanding of IT infrastructure and support environments.

Required Education:

- Bachelor's degree in organizational, Service and vendor management.

- 10+ years experience in this capacity.

Required Certification:

- ITSM Certification (ITIL) is a requirement or similar.

Soft Skills (Required):

- Go-getter attitude.

- Drive to obtain results.

- Heavy attention to detail.

Disqualifiers / Red Flags / Over qualifications:

- Consistent job hopping / choppy tenure.

Typical Task Breakdown:

- Leads problem reviews, root cause analysis, trend analysis, and audits working closely with IT support partners.

- Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.

- Create and analyze KPIs, and report KPI data to leadership for actionable items.

- Lead the IT Software applications onboarding for engineering applications, working closely with EAM team, software vendors, and business functions.

- Develop, document, and disseminate processes, adhering to Enterprise onboarding practices, security, governance, and controls, for onboarding.

- Work closely with business partners from the engineering functions, aligned to the business requirements, and act with velocity and accountability.