Service Delivery Business Analyst

Key Responsibilities

• Conduct enterprise-wide business analysis for Telecommunications and Network Services.
• Identify operational inefficiencies and recommend improvements.
• Gather, document, and analyze business requirements.
• Develop recommendations for service optimization.
• Develop and document operational procedures and standards.
• Create and maintain process workflows and service delivery documentation.
• Establish governance controls and compliance measures.
• Monitor adherence to operational processes.
• Reconcile telecommunications and data service inventories against vendor billing.
• Identify unused services and recommend cost-saving opportunities.
• Validate asset inventories against asset management systems.
• Support invoice auditing and billing accuracy initiatives.
• Develop centralized reporting for: Service Catalog Requests, Incident Management, Project Metrics, Asset Inventories, Telecommunications Usage, Vendor Performance.
• Create dashboards and executive-level reports.
• Analyze trends and provide recommendations.
• Develop and manage quality assurance programs.
• Monitor operational performance metrics.
• Identify service improvement opportunities.
• Conduct process compliance reviews.
• Collect, consolidate, and manage operational issues.
• Facilitate issue resolution with vendors and internal stakeholders.
• Track corrective actions and follow-up activities.
• Maintain issue and risk registers.
• Assist with process improvement initiatives.
• Develop operational efficiencies and automation opportunities.
• Support organizational change management activities.

Qualifications

• Bachelor’s degree in business administration, Information Systems, Information Technology, or related field.
• 5+ years of business analysis, process improvement, or operational management experience.
• Experience with telecommunications, networking, or IT service management.
• Strong reporting, analytics, and process documentation skills.
• Experience with ServiceNow, asset management, and vendor billing analysis.