IT Service Delivery Business Analyst (GA807381)

IT Service Delivery Business Analyst (GA807381)
 

Key Responsibilities

Business Analysis

• Conduct enterprise-wide business analysis for Telecommunications and Network Services.

• Identify operational inefficiencies and recommend improvements.

• Gather, document, and analyze business requirements.

• Develop recommendations for service optimization.

Process Engineering & Governance

• Develop and document operational procedures and standards.

• Create and maintain process workflows and service delivery documentation.

• Establish governance controls and compliance measures.

• Monitor adherence to operational processes 

Inventory & Financial Reconciliation

• Reconcile telecommunications and data service inventories against vendor billing.

• Identify unused services and recommend cost-saving opportunities.

• Validate asset inventories against asset management systems.

• Support invoice auditing and billing accuracy initiatives.

Reporting & Analytics

• Develop centralized reporting for:

  • Service Catalog Requests

  • Incident Management

  • Project Metrics

  • Asset Inventories

  • Telecommunications Usage

  • Vendor Performance

• Create dashboards and executive-level reports.

• Analyze trends and provide recommendations.

Quality Assurance

• Develop and manage quality assurance programs.

• Monitor operational performance metrics.

• Identify service improvement opportunities.

• Conduct process compliance reviews.

Issue Management

• Collect, consolidate, and manage operational issues.

• Facilitate issue resolution with vendors and internal stakeholders.

• Track corrective actions and follow-up activities.

• Maintain issue and risk registers. 

Continuous Improvement

• Assist with process improvement initiatives.

• Develop operational efficiencies and automation opportunities.

• Support organizational change management activities.

Qualifications

• Bachelor’s degree in business administration, Information Systems, Information Technology, or related field.

• 5+ years of business analysis, process improvement, or operational management experience.

• Experience with telecommunications, networking, or IT service management.

• Strong reporting, analytics, and process documentation skills.

• Experience with ServiceNow, asset management, and vendor billing analysis.