Business Analyst

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Job description

• Coordinate and lead problem management activities/bridges ensuring root cause and permanent corrective actions are identified for high impact/high visibility Incidents.
• Facilitate communications across ITO service teams, escalate and communicate up the management chain.
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
• Ensure timely creation and updates to the Problem record and appropriate priority is assigned to problem records .
• Maintain open communication and good working relationships with all service teams that participate in Problem Management and help define ways to increase internal and external client satisfaction.
• Review problem ticket records for accuracy of information, generate reports and facilitate
• Problem Reviews.
• Develop trend analysis and prepare service improvement plans to address identified gaps.
• Meet with Problem Process Owner to review process and procedures, revise and maintain
• Problem Management processes and procedures that reflect best practices.

Skills Required

• Must be able to work in fast paced environment.
• Adaptability to demanding circumstances that require timely and accurate responses
• Proven negotiation skills
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action
• Strong analytical, multitasking, and prioritization skills
• Strong collaboration and partnering skills
• Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
• Process skills; ability to work with ITO service teams to ensure effective operations
• ITIL Foundations

- provided by Dice