Service Delivery Business Analyst

Position Summary

The Service Delivery Business Analyst is responsible for analyzing business operations, developing process improvements, maintaining operational governance, managing reporting and metrics, conducting inventory and billing reconciliations, and supporting quality assurance initiatives for Telecommunications and Network Services. This role serves as the primary liaison between business operations, vendors, and technical teams to improve service delivery and operational efficiency.

Business Analysis

• 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.

Process Engineering & Governance

• 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.

Inventory & Financial Reconciliation

• 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.

Reporting & Analytics

• 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.

Quality Assurance

• Develop and manage quality assurance programs.
• Monitor operational performance metrics.
• Identify service improvement opportunities.
• Conduct process compliance reviews.

Issue Management

• 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.

Continuous Improvement

• 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.

Benefits

• Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
• Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
• Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
• 401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

About the Role

Synectics is an equal opportunity employer.