The Business Analyst plays a vital role as a liaison between various IT teams, ensuring the delivery of high-quality support services and maintaining customer satisfaction. This position involves understanding the organization's overall business needs and IT support trends to optimize support services. Key responsibilities include researching issues, identifying root causes, and implementing solutions to minimize incident volumes. The role also involves operational support audits, reporting, and project participation to enhance internal customer experience and IT tools.

Duties and Responsibilities:

• Collaborate with IT leadership to define and achieve strategic goals.
• Partner with IT management and system owners to integrate support strategies and plans.
• Conduct daily data analytics to maximize effectiveness and troubleshoot problems.
• Prepare and deliver weekly and monthly reports.
• Recommend and implement training plans to enhance IT support knowledge and performance.
• Research and recommend best practices for IT Service Management.
• Analyze incoming incidents and support volumes to identify areas for operational improvement.
• Perform examinations of IT Service Management controls to ensure operational effectiveness.
• Support IT management in reporting and testing of controls.

Educational, Experience, and Skill Requirements:

• High School Diploma required; Bachelor's Degree in business or IT-related field preferred.
• Certifications in ITIL or IT Service Management preferred.
• 1-3 years of experience in a technical environment or analytics and systems development capacity.
• Proficiency in Microsoft Office suite and document sharing tools.
• Proficient knowledge and experience using reporting tools such as ServiceNow, Variphy, and/or PowerBI preferred.
• Strong analytical, communication, and problem-solving skills.
• Customer service-oriented with the ability to liaise between technical and non-technical parties.
• Exceptional time management and ability to meet deadlines.
• Demonstrated ability to work in a complex, fast-paced environment.
• Strong interpersonal skills and team management experience.
• Self-motivated, with a desire to succeed and contribute to team objectives.

Job Types: Full-time, Contract, Temporary

Pay: $25.00 - $35.00 per hour

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• ServiceNow: 2 years (Required)
• Business analysis: 1 year (Preferred)
• Dashboard development: 1 year (Preferred)

Work Location: Hybrid remote in Beverly, NJ 08010