Job Title: Senior Business Analyst (Ref Code: 022113-JEFDEV-IO30-E-CHI)

Location: Thousand Oaks, CA

Duration: 9 months

Visa Type: GC/EAD/US Citizen

Job Description:

Senior Business Analyst - Thousand Oaks, CA

This is an expert/lead-level job posting. Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) they support, as well as, an understanding of the IT organization's systems and capabilities. Analyzes business partner's operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions. Assists in the business process redesign and documentation as needed for new technology. Translates high level business requirements into functional specifications for the IT organization and manages changes to such specifications. Educates the IT organization on the direction of the business. Negotiates agreements and commitments by facilitating communication between business unit(s) and IT from initial requirements to final implementation. Possesses an understanding of technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprise's competitive edge. May make recommendations for buy versus build decision.

 

This position is a temporary position needed to supplement the current team working on a project funded to facilitate resolution of IT tickets at the optimal level, reducing costs. I.e., the project is to move ticket resolution from higher cost resources (like level 3 analysts) to the Service Desk, to enable users to resolve their own issues (automated password resets, finding solutions in searchable knowledge bases), and to enable users to place service orders that initiate automatic workflow and routing via the service catalog, etc.

The incumbent for this position will primarily be working on preparing new service desk agents to take calls on a variety of IT and Business services. The incumbent will need to work with IT support staff in the applications and infrastructure organizations to identify and document issues/resolutions that may be called into the service desk by end users. It will be necessary to understand and translate technical descriptions from those groups into step-by-step diagnostic instructions and solutions which can be easily and quickly read by service desk agents so that the agents can help callers quickly.

Organization, writing, and training skills are required for this position. Incumbents who have experience working with Service Desk operations, with creating instructional guides, and with Service Management tools are highly desirable for this position.

The incumbent will be asked to work on other areas of the project in a business analyst capacity gathering requirements, developing/executing test scripts, editing/managing documentation changes, and managing change records for changes to the Service Management system needed for the project.

Please mention the job code in the subject line : Senior Business Analyst (Ref Code: 022113-JEFDEV-IO30-E-CHI)

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Contact: Ching, Ph: 703 743 0790, Email: chingm@iormyx.com