Job Summary The IT Analyst is responsible for identifying, defining, and documenting business requirements and functional specifications for various IT projects and initiatives. This involves collaborating with service providers, business partners, and stakeholders to ensure alignment of expectations, deliverables, and timelines. The IT Analyst will work closely with Service Partners to resolve operational service-based issues, review, analyze, and report progress on service incidents and requests. The role also includes preparing materials and facilitating regular performance review meetings, as well as preparing performance and status information for IT and business leaders as requested. Individuals at this level are considered competent to independently perform work assignments.
Principal Duties and Responsibilities - Communicate effectively with technical and non-technical audiences using presentations, reports, diagrams, and user stories.
- Apply problem-solving skills and analytical thinking to troubleshoot issues, resolve conflicts, and propose solutions.
- Measure and monitor the performance, quality, and value of IT services and solutions using metrics and key performance indicators (KPIs).
- Assess the business impact of IT risks and issues, escalating them as needed to ensure timely resolution and minimal disruption.
- Demonstrate strong business and budgeting skills, financial acumen, and the ability to analyze and communicate trends.
- Understand and comply with the contractual obligations and service level agreements (SLAs) of service providers.
- Maintain a deep understanding of the application domain, including business processes, data flows, systems architecture, and integration points.
- Implement continuous improvement practices to enhance efficiency, effectiveness, and customer satisfaction.
- Assist Business Relationship Managers in reviewing and providing input into business strategy and formulating business cases.
- Facilitate workshops to evolve scope, gather detailed requirements, and develop use cases using standard tools and techniques.
- Lead and facilitate business engagements to establish scope, business needs, project objectives, outcomes, and expectations on business processes.
- Oversee end-to-end traceability against quality business requirements using appropriate tools and templates.
- Engage with key stakeholders to influence solution design to meet business goals, scope, and strategy requirements.
- Provide clarification services regarding project vision, scope, and requirements, and assist testing teams in crafting suitable test scripts.
- Participate in vendor reviews, discussions of products, and contribute to the writing of RFIs and RFPs.
- Observe various business processes and identify and recommend opportunities for improvement.
Required Qualifications - Bachelor's Degree or equivalent work experience that provides knowledge and exposure to fundamental theories, principles, and concepts.
- 2-3 years' experience in infrastructure services or infrastructure analysis, deployment, and support.
- Experience working closely with service providers and delegating operational activities to them.
- Knowledge of IT infrastructure components, trends, and best practices.
- Proficiency with computers, operating systems, and software (MS Office Suite, MS Project, and other IT applications) and the ability to learn new technical concepts quickly.
- Excellent analytical abilities, including process analysis and development, problem-solving, and root cause analysis.
- Strong teaming skills, collaboration, negotiation, communication, organizational, people management, and conflict resolution skills.
- Willingness to travel to business unit or Service Provider locations as needed.
- Knowledge of ITIL processes and metrics.
Desired Qualifications - 6 years of IT experience in varying support functions.
- In-depth experience in ITIL processes and metrics (ITIL V3 certified).
- Demonstrated experience in leading multiple process improvement initiatives.
- Excellent written and verbal communication skills.
- Understanding of Project Management Fundamentals (PMP certification is a plus).
- Proven track record in leading successful delivery of technical projects.
- Ability to work independently in multiple functional domains.