BT - End User Support Business Analyst

The Business Analyst is the liaison between field business units and local BT support services at their locations. They assist in the development of requirements, coordinate support services and manage issues through resolution. BAs also work closely with their Application Development and Infrastructure team co-workers to implement new BT services and applications.Business Operations/Relationship Management – Delivery World Class services via open communication with business partners. Attend Business meetings and be the point of contact for local BT services and support. Be an open conduit for requests to other BT organizations and assist customers in navigating systems like IDM, Service Catalog and ServiceNow. Participate on project and incident calls and provide status updates to business partners in a timely fashion -escalating when necessary to appropriate parties. Often looked at as the Subject Matter Expert for the business unit supported.Project Management – Assist with the deployment of new technologies at the local level. Develop and track project plans, schedule resources, identify resource constraints (manpower, technical) and work to resolve. Maintain visibility with business and senior staff on project status, next steps and risks. Stage code releases and perform/schedule/manage testing as needed for monthly releases.Production Support – Provide primary manager on duty support on a rotational basis. Use your knowledge of business applications, technology and the BT organization to resolve local incidents or problems. Be the point person on RRT calls providing feedback, customer impact and direct local team involvement. Identify trends or patterns to fix reoccurring issues.Role Requirements - Minimum three years equivalent experience in a customer support role focused on technology. Advanced knowledge and work experience with particular applications (ORION, DICE, OTIS, Work@Home environment) related to the business is a plus. Often look at as the Subject Matter Expert for the business unit supported. Knowledge or experience of PC operating systems, applications, and/or PC hardware, especially as they related to business applications. Excellent communication skills, with an ability to engage and work closely with upper management. A good negotiator capable of being the voice of the customer. Project management skills including resource forecasting, dependency mapping, identifying critical path and risks.

Qualifications

Role Requirements - Minimum three years equivalent experience in a customer support role focused on technology. Advanced knowledge and work experience with particular applications (ORION, DICE, OTIS, Work@Home environment) related to the business is a plus. Often look at as the Subject Matter Expert for the business unit supported. Knowledge or experience of PC operating systems, applications, and/or PC hardware, especially as they related to business applications. Excellent communication skills, with an ability to engage and work closely with upper management. A good negotiator capable of being the voice of the customer. Project management skills including resource forecasting, dependency mapping, identifying critical path and risks. College Degree - General preferred.
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