Business Analyst

Title: Business Analyst

Duration: 36 Months

Location: Long Island City NY (Hybrid)

Working Hours: 40 Hrs/Week

JOB DESCRIPTION:

• We are seeking a dedicated and analytical Service Management Process Analyst.

• This role is pivotal in ensuring the delivery of highquality services by assessing monitoring and optimizing the performance of our service offerings.

• The Service Management Process Analyst will work closely with various teams to gather and analyze data identify trends and provide insights to enhance service quality and customer satisfaction.

• As part of this mission the analyst will also collaborate with teams to review current processes identify areas for enhancement and collect requirements for optimization plans. In the initial phase our focus is on revitalizing our inventory management service ticketing system and service catalog.

• Data Collection: Collaborate with relevant teams to gather data related to IT service performance including operational metrics and customer feedback.

• Performance Monitoring: Continuously monitor and analyze service performance data to identify trends anomalies and areas for improvement. Conduct indepth analysis of service performance data generate reports and provide actionable insights to management and teams.

• Service Metrics: Develop and maintain IT service metrics to provide realtime visibility into service quality.

• Process Development and Improvement: Work with teams to gather requirements identify improvement areas and document the workflows. Maintain comprehensive documentation to provide clear and thorough guidance for the IT processes.

• Customer Feedback: Analyze customer feedback to assess service quality and identify areas for improvement. Take the lead in reaching out to customers when needed for clarification of their feedback and issue resolution.

• Collaboration: Collaborate with crossfunctional teams to ensure the alignment of service performance with business objectives.

MANDATORY SKILLS:

• Proven experience in process analysis and requirements gathering particularly in an operational management context.

• Proficient in Microsoft Office Suite with a strong command of Excel Word and Visio.

• Ability to analyze and query data using SQL and/or Python is a plus.

• Strong analytical and problemsolving skills with the ability to translate data into actionable insights.

• Good organizational and planning skills outofthebox thinking customeroriented mindset.

• Excellent communication both verbal and written and interpersonal skills to work with diverse teams and stakeholders.

• Familiarity with IT service management tools and methodologies is advantageous.