IS Business Support Analyst HQ

Division: Headquarters

Project Location(s): New York, NY 10001 USA

Minimum Years Experience: 5

Travel Involved: 0-10%

Job Type: Regular

Job Classification: Experienced

Education: Associates Degree

Job Family: Information Services

Compensation: Salaried Exempt

Location: Position can be performed from any US state.

Position Description: Provide and manage process and technical solutions for assigned functional business area end-users and manage service desk tickets.

Essential Duties & Key Responsibilities:

• Manage processes and technical systems for assigned functional business area, as member of Information Services (IS) Service Desk team.
• Adhere to and guide others to follow standard internal operations for IS and Business Analyst (BA) function.
• Contribute to standard internal procedures to support management of assigned functional business area process controls.
• Manage and assess assigned functional business area incident requests within ticketing system, oversee ticketing system documentation, delegate tickets to assigned team members or other IS support resources, and resolve escalated tickets.
• Provide support for SAP Operations & Estimating software, including the T4 Forecasting application, T4 Precon application, Procore Change Management, HANA/Data Lake Reporting and Docusign.
• Provide end-user support (independently or with BA or IS cross functional teams) to assist with timely incident responses and solutions for assigned functional business area and document incidents in ticketing system.
• Create messages for technology system process changes and outages and distribute communications; provide updates and resolution details to end-user community.
• Escalate Turner security compliance and standards matters as required.
• Assess service incident volume, topics, and end-user satisfaction for assigned functional business area. Apply continuous improvement concepts and practices to optimize incident management and enable teams to work efficiently.
• Document and update standard internal process area procedures to support management of business process controls.
• Perform analysis of trends and root causes of end-user incidents and recommend system and/or process changes to address issues.
• Work with end-users to elicit requirements for enhancements and changes to assigned functional area systems.
• Develop test scripts, facilitate and execute testing and document results for changes to assigned functional area systems.
• Develop and maintain end-user support resources, (e.g., training materials and FAQ’s) to provide support and self-service capabilities for end-user community.
• Facilitate functional business area topic-specific training events to educate end-users on policies, procedures, technology, and best practices.
• Continually learn and acquire knowledge within assigned functional area and share best practices with Business Analyst team.
• Apply continuous improvement concepts and practices to work efficiently, enhance programs, coordinate and reduce waste.
• Other activities, duties, and responsibilities as assigned.
  
  
  

Qualifications:

• Associate’s Degree (or in pursuit of Bachelor’s Degree or with Bachelor’s Degree) from accredited degree program in functional business area (e.g., Construction, HR, Finance, Accounting, Marketing, Computer Science, Operations, Management) and minimum of 5 years of related experience in related functional business area, or equivalent combination of education, training, and experience
• Working knowledge of current system and software capabilities in operations.
• Experience as a cost analyst or proficiency in the T4 Forecasting application is a plus.
• Experience with or interest in learning SQL, low-code/no-code tools (e.g., Microsoft Power Platform), scripting, or developing custom applications is a plus
• Proficient business acumen and knowledgeable with assigned functional business area processes
• Exceptional organizational skills with attention to detail
• Excellent customer service delivery skills
• Demonstrate effective decision-making skills with analytical and problem-solving mindset.
• Demonstrate interpersonal skills and collaborative teamwork with individuals across organizational levels
• Professional and clear verbal and written communication skills
• Ability to communicate to non-technical audiences and tailor communications appropriately
• Experience using continuous improvement principles and concepts
• Work calmly under pressure and with tight deadlines
• Supervisory experience, able to delegate and guide others
• Project management experience, able to prioritize and manage concurrent activities for self and others
• Proficient computer skills, Microsoft Office suite of applications, and collaboration tools
• Limited travel
  
  
  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel objects, tools, or controls; and reach with hands, talk, and hear. The employee frequently views a computer monitor and frequently uses a computer keyboard. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to be mobile, and the employee occasionally travels both short and long distances via a variety of conveyances. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office or remote. The noise in the work environment is usually quiet to moderate in an office setting. The employee is required to work in compliance with company safety policies, procedures, and applicable laws.

The salary range for US candidates for this position is estimated annualized as shown below:

California: 102,000 - 157,000; Chicago: 95,000 - 147,000; DC & Maryland: 95,000 - 147000; NY: 112,000 - 140,000; NJ and Seattle: 102,000 - 157,000

Turner is an Equal Opportunity Employer - race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by applicable law.