Service Delivery Business Analyst

About the role

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.

Responsibilities

• Conduct enterprise-wide business analysis for Telecommunications and Network Services to identify efficiencies, gather requirements, and optimize service delivery.
• Develop, document, and maintain operational procedures, standards, process workflows, and governance controls.
• Perform inventory and financial reconciliations between telecommunications/data service inventories and vendor billing to identify cost savings and ensure auditing accuracy.
• Generate centralized reporting and executive-level dashboards for Service Catalog Requests, Incident Management, Project Metrics, Asset Inventories, Telecommunications Usage, and Vendor Performance.
• Establish and maintain quality assurance programs, monitor operational metrics, and review process compliance.
• Track and manage operational issues, facilitate resolution with vendors and internal stakeholders, and maintain risk registers.
• Support continuous improvement, process automation, and organizational change management activities.
• Guide, supervise, and instruct work assignments of subordinate staff.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Information Technology, or a related field.
• 5+ years of experience in business analysis, process improvement, or operational management.
• 5+ years of experience in telecommunications, networking, or IT service management.
• 5+ years of hands-on experience with ServiceNow, asset management, and vendor billing analysis.
• Proven expertise in reporting, analytics, and comprehensive process documentation.