Technical Business Systems Analyst

Payrate: $44.00 - $45.00/hr
 
Summary:
This position is in the Company’s Technology IT Support organization, with primary responsibilities as the Senior IT Service Delivery Analyst for Product Lifecycle Management. The analyst will work with a global team of IT, engineering professionals and suppliers to lead technical support and coordination for IT service management and delivery.
 
Responsibilities:

• 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 KPI’s, 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.

 
Qualifications:

• Bachelor’s degree in organizational, Service and vendor management.
• 10+ years exp in this capacity
• ITSM Certification ( ITIL) is a requirement or similar.

 
Skills:

• Experience creating service now dashboards.

• Experience using ServiceNow and Power BI or other reporting tools
• Standard Operating Procedures: Knowledge of established standard operating procedures (SOP); ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations to increase operational efficiency.
• IT Service Management (ITSM): Knowledge of Information Technology (IT) service; ability to manage IT services and oversee service operations.
• IT Service Level Agreements: Knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.
• Key Performance Indicators: Knowledge of business metrics and Key Performance Indicators (KPIs) and ability to use strategies and tools for defining and measuring progress toward goals.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Service Management: Knowledge of customer service priorities and 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 and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

 
 
Pay Transparency: The typical base pay for this role across the U.S. is: $44.00 - $45.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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