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Technical Business Analyst

Tellus Solutions

  • Mossville, IL
  • 14 days ago

    Highlights

    Vendor/Supplier Management: Knowledge of external provider management processes; ability to effectively manage business relationships with external providers (e.g., vendors, service providers, contractors, consultants, suppliers). Customer Service Management: Knowledge of customer service priorities; ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.

    Numbers & Facts

    LocationMossville, IL

    Description

    Technical Skills:
    • Experience creating ServiceNow dashboards.
    • Experience using ServiceNow and Power BI or other reporting tools.
    • Standard Operating Procedures (SOP): Knowledge of established SOPs; ability to design, implement, and evaluate SOPs affecting daily and strategic business operations to increase operational efficiency.
    • IT Service Management (ITSM): Knowledge of IT service; ability to manage IT services and oversee service operations.
    • IT Service Level Agreements: Knowledge of IT SLAs; ability to design, develop, and utilize formal IT SLAs with internal and external customers.
    • Key Performance Indicators (KPIs): Knowledge of business metrics and KPIs; ability to use strategies and tools for defining and measuring progress toward goals.
    • Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply problem-solving knowledge to diverse situations.
    • Customer Service Management: Knowledge of customer service priorities; ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
    • Vendor/Supplier Management: Knowledge of external provider management processes; ability to effectively manage business relationships with external providers (e.g., vendors, service providers, contractors, consultants, suppliers).
    • Proficiency in ITSM frameworks such as ITIL.
    • Experience with service desk platforms (e.g., ServiceNow, Jira).
    • Ability to design, implement, and evaluate SOPs.
    • Monitoring and interpreting KPIs and utilizing tools for tracking and reporting service performance.
    • Familiarity with incident, problem, and change management processes.
    • Good understanding of IT infrastructure and support environments.

    Required Education:
    • Bachelor's degree in organizational, Service and vendor management.
    • 10+ years experience in this capacity.

    Required Certification:
    • ITSM Certification (ITIL) is a requirement or similar.

    Soft Skills (Required):
    • Go-getter attitude.
    • Drive to obtain results.
    • Heavy attention to detail.

    Disqualifiers / Red Flags / Over qualifications:
    • Consistent job hopping / choppy tenure.

    Typical Task Breakdown:
    • Leads problem reviews, root cause analysis, trend analysis, and audits working closely with IT support partners.
    • Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
    • Create and analyze KPIs, and report KPI data to leadership for actionable items.
    • Lead the IT Software applications onboarding for engineering applications, working closely with EAM team, software vendors, and business functions.
    • Develop, document, and disseminate processes, adhering to Enterprise onboarding practices, security, governance, and controls, for onboarding.
    • Work closely with business partners from the engineering functions, aligned to the business requirements, and act with velocity and accountability.

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