IT Service Delivery Business Analyst (GA807381)
Key Responsibilities
Business Analysis
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Conduct enterprise-wide business analysis for Telecommunications and Network Services.
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Identify operational inefficiencies and recommend improvements.
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Gather, document, and analyze business requirements.
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Develop recommendations for service optimization.
Process Engineering & Governance
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Develop and document operational procedures and standards.
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Create and maintain process workflows and service delivery documentation.
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Establish governance controls and compliance measures.
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Monitor adherence to operational processes
Inventory & Financial Reconciliation
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Reconcile telecommunications and data service inventories against vendor billing.
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Identify unused services and recommend cost-saving opportunities.
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Validate asset inventories against asset management systems.
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Support invoice auditing and billing accuracy initiatives.
Reporting & Analytics
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Develop centralized reporting for:
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Service Catalog Requests
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Incident Management
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Project Metrics
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Asset Inventories
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Telecommunications Usage
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Vendor Performance
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Create dashboards and executive-level reports.
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Analyze trends and provide recommendations.
Quality Assurance
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Develop and manage quality assurance programs.
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Monitor operational performance metrics.
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Identify service improvement opportunities.
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Conduct process compliance reviews.
Issue Management
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Collect, consolidate, and manage operational issues.
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Facilitate issue resolution with vendors and internal stakeholders.
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Track corrective actions and follow-up activities.
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Maintain issue and risk registers.
Continuous Improvement
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Assist with process improvement initiatives.
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Develop operational efficiencies and automation opportunities.
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Support organizational change management activities.
Qualifications
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Bachelor’s degree in business administration, Information Systems, Information Technology, or related field.
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5+ years of business analysis, process improvement, or operational management experience.
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Experience with telecommunications, networking, or IT service management.
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Strong reporting, analytics, and process documentation skills.
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Experience with ServiceNow, asset management, and vendor billing analysis.