Technical Business Analyst

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.