Business Analyst 1
About The Position
The Business Analyst 1 position acts as the escalation point for high priority support issues; serves as a subject matter expert for one or more custom applications; serves as liaison to the technical team; provides analyses for management review and ensures that quality standards are followed. Performs diagnostics, works with technical and non-technical team, and recommends changes. Monitors the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels. Manages expectations at all levels: customers/end users, stakeholder and program leadership. Develops system usage materials, reports and guidelines on system use and services.
Requirements
- Experience in an IT field of specialty: 5 years
- Experience in a lead role: 2 years
- Experience using Salesforce Customer Relationship Management: 2 years
- Experience using ServiceNow Customer Service Management: 2 years
- Strong organization and communication skills, both written and spoken
- Strong troubleshooting and problem-solving skills
Responsibilities
- Acts as the escalation point for high priority support issues.
- Serves as a subject matter expert for one or more custom applications.
- Serves as liaison to the technical team.
- Provides analyses for management review.
- Ensures that quality standards are followed.
- Performs diagnostics.
- Works with technical and non-technical teams.
- Recommends changes.
- Monitors the team's open backlog of support issues and re-assigns issues as necessary to ensure they are closed per agreed upon service levels.
- Manages expectations at all levels: customers/end users, stakeholder and program leadership.
- Develops system usage materials, reports and guidelines on system use and services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
