SR Business Analyst OSS

The Sr Business Analyst's objective is to help ensure the operational efficacy and excellence of the Operational Support Services organization. The business analyst designs and documents work flow, manages and provides solutions to new business unit ideas, trends, and concepts appropriately through the latest technological paths. The business analyst understands Terremark's internal and external customers' business requirements and business process management, and then translates them to particular software or service requirements.

Responsibilities:

• This person will be part of the Development team and working on IT Service Management and integration projects identifying the needs of internal and external customers and helping Development team meet these needs through proper research
• Working closely with both business and technical resources across multiple time zones and multiple countries requiring flexibility in time schedules to attend and hold meetings with teams in different global locations
• Collecting, organizing and analyzing business requirements and transferring the same knowledge to the engineering & development teams
• Facilitate group discussions with business and technical leaders and key stakeholders to document current processes, prioritize requests for new services, features, functionality, feature and enhancements to existing services
• Evaluates functional requirements collected through task analysis, business process, surveys and workshops
• Providing suggestions to the engineering & development teams during the development stage of the service to meet the client's business needs
• Preparing accurate and detailed requirement specifications documents, user interface guides, and functional specification documents
• Communicating effectively with internal teams to deliver supporting documentation including policies, processes and procedures
• Documenting the acquired results of analysis and workflows as well as obtaining sign-off from the appropriate business owner and key stakeholders
• Analysis of processes related to critical and day to day operational functions
• There are occasional requirements for extended hours depending on project schedules and approved change windows and to assist with critical incidents and return-to-service activities
• As a member of a 24x7 technical operations/development team, you must be available for after-hours work on an occasional basis

Required Skills & Experience:

• 8+ years' experience creating high-level business models and working with clients to translate business needs into technical requirements
• 3+ years in IT Service Management tools (Remedy) and integrations projects with excellent working knowledge of Ticketing system and its details
• 5+ years' experience planning, performing, and implementing business process engineering
• 3+ years' experience managing large, inter-departmental projects in a highly matrix organization
• Bachelor's degree in Engineering or MBA
• ITIL v2 or v3 certification
• Superior documentation, communication and interpersonal skills
• Proficient with Microsoft Word, Excel and Outlook
• Fluency in English, employee must have the ability to read and interpret documents such as safety rules, service and work orders, operating instructions and policy, process and procedure manuals
• Demonstrated ability to effectively communicate (both written and verbal) at varied levels within an organization (technical users and non-technical)
• Excellent analytical and problem-solving abilities with ability to gather and interpret relevant data and information
• Ability to analyze and document complex business processes and independently identify opportunities for improvement
• Ability to efficiently prioritize and organize competing work demands, and manage time effectively between tactical and strategic projects with little oversight
• Ability to make effective decisions under pressure
• Ability to build consensus across different cross-functional, and cross-cultural, globally diverse across multiple time zones and teams to get the job done

Employment requirements may include Background and Credit Check, Drug Testing and/or Skills Testing.

Terremark a Verizon company is an Equal Opportunity Employer.