Essential Skills/Experience
- Business Alignment: Identify and prioritize business requirements across partners, using expertise to propose solutions aligned with strategic goals.
- Solution Development: Collaborate with business and IT to define solutions, estimate cases, and provide detailed justifications for investment and benefits realization.
- Data-Driven Insights: Gather and analyze relevant data to uncover trends and support informed, high-impact business decisions.
- Team Performance: Drive productivity improvements and foster more effective ways of working within the team.
- Change Delivery: Demonstrable experience delivering IT change across multiple locations/functions and translating technical details into business-friendly language.
- Communication & Influence: Strong presentation skills; able to clearly communicate complex ideas to diverse audiences and influence key partners.
- Partner Engagement: Effective management and collaboration with both business and IT partners.
- Infrastructure Monitoring: Track performance, utilization, and service metrics to inform decisions.
- Reporting: Develop dashboards and reports for continuous service improvement.
- Trend & Risk Management: Identify patterns, risks, and improvement opportunities to optimize service delivery.
- Project Support: Assist in planning, testing, and implementing infrastructure projects, monitoring progress and resolving dependencies.
Desirable Skills/Experience
- 10+ years of experience as a Business Analyst, Service Management professional, or equivalent role.
- Solid understanding of IT infrastructure components and ITIL framework.
- Proficient in documentation and analysis tools such as Excel, JIRA, Confluence, and ServiceNow.
- Demonstrable experience working with complex, integrated systems; capable of applying creative and critical thinking to deliver exceptional business outcomes.
- Strong partner engagement, communication, and management skills, with excellent presentation and influencing abilities.
- Proven track record in gathering, documenting, and managing detailed business and technical requirements.
- Ability to navigate complex organizational structures to identify and engage the right expertise to support initiatives.
- Customer-focused attitude with strong facilitation and collaboration skills.
