IT Business Analyst

• Communicates effectively with technical and non-technical audiences, using various methods such as presentations, reports, diagrams, and user stories
• Applies problem-solving skills and analytical thinking to troubleshoot issues, resolves conflicts, and proposes solutions
• Measures and monitors the performance, quality, and value of the IT services and solutions, using metrics and key performance indicators (KPIs)
• Assesses the business impact of IT risks and issues and escalates them as needed to ensure timely resolution and minimal disruption
• Demonstrates strong business & budgeting skills, and financial acumen with the ability to analyze and communicate trends
• Understands and complies with the contractual obligations and service level agreements (SLAs) of the service providers
• Maintains a deep understanding of the application domain, including the business processes, data flows, systems architecture, and integration points
• Implements continuous improvement practices to enhance efficiency, effectiveness, and customer satisfaction
• Demand Assessment – assists Business Relationship Managers to review and provide input into the business strategy and formulate business cases inputting analysis and views on high level business goals and outcomes
• Business Planning – begins eliciting business requirements and modeling processes (as-is/to-be, using Business Processing and/or Value Stream Mapping), recording in standard documentation, and socializing the project with other IT teams i.e. Architecture, Applications, Infrastructure, and Services
• Definition and Design – facilitates workshops to evolve scope, gathers detailed requirements, develops use cases and begin visualizing the end result, using standard tools and techniques
• Requirements Elicitation: Leads, designs and facilitates business engagements to establish scope, business needs, project objectives, outcomes and expectations on business processes
• Requirements Development: Works to ensure that quality business requirements are produced, accepted and approved by the key stakeholder and business solution designs can deliver effectively
• Requirements Management: Oversees end to end traceability against quality business requirements using appropriate tools and templates
• Solution Assessment & Validation: Engages with key stakeholders to influence the solution design to meet business goals, scope and strategy requirements. Provides input into the identification and delivery of project benefits, traceability of requirements and impact of solutions
• Delivery and Deployment – consulting role, providing clarification services regarding the project Vision, Scope and Requirements, plus assessing and managing Change Requests through the standard process. Assists testing teams craft suitable test scripts
• Use templates, tools and (internal) processes consistently, helping evolve all as required
• Participates in vendor reviews, discussion of products, contribute in the writing of RFI’s and RFP’s. Reviews proposed designs and solutions for usability and to assure requirements are satisfied
• Observes various business processes and identifies and recommends opportunities for improvement
• Other duties as assigned by management

• Bachelor’s Degree or equivalent work experience that provides knowledge and exposure to fundamental theories, principles, and concepts
• 3 – 4 years’ experience in application, services or application analysis, deployment and support
• Experience working closely with service providers and delegating operational activities to them, as directed by a director or manager
• Knowledge of IT infrastructure & software component relationships, trends and best practices, on premise and SaaS solutions
• Solid skills with computers, operating systems and software (MS Office Suite, MS Project and other IT applications) and ability to learn new technical concepts quickly
• Excellent analytical abilities, including process analysis and development, problem solving and root cause analysis
• Strong teaming skills, collaboration, negotiation, communication, organizational, people management and conflict resolution skills
• Willing to travel as needed
• Client business operations knowledge
• 2+ year’s experience working with support vendors and a software support environment
• Knowledge of ITIL processes and metrics

Certifications in CBAP would be a plus