Business Analyst
Reference: #207204
Pay Rate: TBA
Location: Scottsbluff, NE
Duration: Direct Hire

Summary:

The Business Analyst is an initial point of contact, liaison and escalation for operational IT services from the company across various clients. Responsible for acting as an operational point of contact for escalation from Service Leads or other operational areas both in and outside, on a rotating basis, of operational hours.

Responsibility level:

* Provision of monitoring and controlling the services provided for the duration of the contract/s, from both internal and external providers and ensuring that the quality of service delivered meets business needs

* Provide continual service improvement for the services provided by the company to its clients

* Ensuring understanding and knowledge of the latest developments

* Service Account Management standards

* Service innovations

* Best practice in service management.

* Effective communication with people at all levels, from Directors to Customer Agents, both internally to the company and externally within the customer organization on all aspects of the services provided by the company to the client

* Interaction throughout Technology and other the company Divisions and functions from Bid, to ensure commercial and operational service Management viability in bid proposals, through to operational delivery to solve service issues

* Managing conflicts for change or service related issues between client accounts and Business Solutions

* The role is responsible for assurance aspects of Service Level Agreements internally to the customers and externally from suppliers, ensuring that Service Level Agreements are in place and backed off with suppliers

* To assist with the sign off and ensure implementation of SLAs and OLAs between the Customers, Business Solutions and support teams/3rd party providers

* Provision of a set of reports showing the achievement against the SLAs and OLAs, including trends and ongoing monitoring of any corrective action across all accounts

* Manage the conflict and escalation of change, communicate impacts as applicable to the client’s operational managers and make informed decisions on all scheduled and unscheduled changes

* Manage specific service problems through the appropriate escalation route

* Ensure that Service Team Analysts are conducting customer satisfaction monitoring to required methodologies and timescales.

* Review outputs from the monitoring providing an integrated analysis to identify broader trends/issues/opportunities.

* Develop overall customer satisfaction improvement plan in conjunction with CSDMs and implement

Requirements:

* Able to communicate and deal with all levels from Director to Customer Advisor

* Have the ability to present issues in a clear and concise manner, via the most appropriate media

* Ability to translate technical changes into terms that the client can understand

* Able to analyse business information including finances and make recommendations for service improvements

* Must be a highly competent writer of reports for senior management

* Able to demonstrate an in-depth understanding of IT Service Management and its impact on client business performance

* Able to develop, implement and manage project plans

* Strong analysis skills with ability to identify sources of problems and appropriate remedial action

* A proactive approach to management with ability to make decisions and take responsibility for the resolution

* Strong ability to focus on and deliver to deadlines and ability to facilitate third party delivery

* Using own initiative to be able to identify ways to improve existing service and identify and harness opportunities

Education/Experience:


* Bachelor’s Degree or equivalent work experience

* 5+ years of Service Delivery experience


* Prior experience leading a team is a plus




If you are interested in this opportunity or other opportunities available through The Adecco Group Recruitment Center of Excellence, please forward your resume and contact me Jeanine Mayo at 1-866-892-5140 extension 167# or email directly at Jeanine.Mayo@adeccona.com.

Please include reference number on all correspondence.

The Adecco Group is a Fortune Global 500 company and the global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Engineering and Technical offers benefits including Holiday, 401(k), Insurance Benefit Plans and Anniversary Bonus opportunities. Adecco Engineering and Technical is an Equal Opportunity Employer.