Service Delivery Business Analyst

Position Title: Service Delivery Business Analyst

Location: Atlanta, GA

Engagement Type: Contract

Work Mode: Hybrid

Duration: ~11 Months (August 10, 2026 June 30, 2027)

Interview Type: Webcam or In-Person

The Service Delivery Business Analyst is responsible for analyzing business operations, developing process improvements, maintaining operational governance, managing reporting and metrics, conducting inventory and billing reconciliations, and supporting quality assurance initiatives for Telecommunications and Network Services. This role acts as the primary liaison between business operations, vendors, and technical teams to drive service delivery and operational efficiency. Additionally, the role involves analyzing customer business needs, assisting with system enhancements, establishing operational standards, and supervising or guiding subordinate staff.

Conduct enterprise-wide business analysis for Telecommunications and Network Services to identify efficiencies, gather requirements, and optimize service delivery.

Develop, document, and maintain operational procedures, standards, process workflows, and governance controls.

Perform inventory and financial reconciliations between telecommunications/data service inventories and vendor billing to identify cost savings and ensure auditing accuracy.

Generate centralized reporting and executive-level dashboards for Service Catalog Requests, Incident Management, Project Metrics, Asset Inventories, Telecommunications Usage, and Vendor Performance.

Establish and maintain quality assurance programs, monitor operational metrics, and review process compliance.

Track and manage operational issues, facilitate resolution with vendors and internal stakeholders, and maintain risk registers.

Support continuous improvement, process automation, and organizational change management activities.

Guide, supervise, and instruct work assignments of subordinate staff.

Bachelor's degree in Business Administration, Information Systems, Information Technology, or a related field.

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

5+ years of experience in telecommunications, networking, or IT service management.

5+ years of hands-on experience with ServiceNow, asset management, and vendor billing analysis.

Proven expertise in reporting, analytics, and comprehensive process documentation.

Work schedule consists of 8 hours per day, 5 days per week under a hybrid arrangement.

Candidates must be local to the Metro Atlanta area and available to report onsite as directed.