Service Delivery Business Analyst 807381

KēSTA I.T.•Atlanta, GA

1d•Hybrid

About The Position

KēSTA I.T. is seeking an experienced Business Analyst for an immediate contract engagement with a government client. This hybrid role focuses on the analysis, optimization, and governance of enterprise telecommunications and network service operations. The Business Analyst will evaluate business processes, identify operational improvement opportunities, manage reporting and analytics, support inventory and billing reconciliation, and drive quality assurance initiatives. The ideal candidate possesses a strong background in business analysis, process improvement, IT service management, and telecommunications, with the ability to collaborate effectively across business, technical, and vendor teams to enhance service delivery and operational efficiency.

Requirements

Bachelor's degree in Business Administration, Information Systems, Information Technology, or a related field.
Minimum of 5 years of experience in business analysis, process improvement, or operational management.
Minimum of 5 years of experience supporting telecommunications, networking, or IT service management environments.
Minimum of 5 years of experience with ServiceNow, asset management systems, and vendor billing analysis.
Strong experience gathering, documenting, and translating business requirements into operational improvements.
Experience creating process documentation, workflows, governance standards, and operational procedures.
Strong reporting, data analysis, dashboard development, and performance metrics experience.
Experience conducting inventory reconciliation, invoice validation, and asset management activities.
Knowledge of quality assurance methodologies, process compliance, and continuous improvement practices.
Excellent analytical, organizational, problem-solving, and communication skills.
Ability to manage multiple priorities while working effectively with cross-functional business and technical teams.

Nice To Haves

Experience supporting enterprise telecommunications or network service operations.
Familiarity with IT service management (ITSM) best practices and operational governance.
Experience with vendor management, service delivery optimization, and operational reporting.
Knowledge of process automation and organizational change management initiatives.
Experience presenting operational metrics and recommendations to leadership and executive stakeholders.

Responsibilities

Analyze enterprise business operations related to telecommunications, networking, and IT service delivery.
Gather, document, and analyze business requirements from stakeholders and technical teams.
Identify operational inefficiencies and recommend process improvements to increase service quality and efficiency.
Develop and maintain business process documentation, operational procedures, workflows, and service delivery standards.
Establish and support governance controls, compliance measures, and operational best practices.
Reconcile telecommunications and network service inventories against vendor billing records to ensure accuracy.
Identify unused or underutilized services and recommend cost-saving opportunities.
Validate asset inventories against asset management systems and support inventory accuracy initiatives.
Assist with invoice auditing, billing reconciliation, and financial validation activities.
Develop and maintain operational reports, dashboards, and executive-level metrics for service requests, incident management, project performance, asset inventories, telecommunications usage, and vendor performance.
Analyze operational trends and provide recommendations for continuous service improvements.
Develop and support quality assurance programs to measure operational performance and process compliance.
Monitor service delivery metrics and identify opportunities to improve performance and customer satisfaction.
Manage operational issues, risks, and corrective action plans while facilitating resolution with internal teams and external vendors.
Maintain issue logs, risk registers, and follow-up documentation.
Support continuous improvement initiatives, process automation efforts, and organizational change management activities.
Collaborate with business stakeholders, technical teams, vendors, and leadership to ensure successful project and operational outcomes.