InteliServe Business Analyst - Hopkins, United States - Unisys Corporation

Description

We Believe in Better

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us

Learn more about Unisys and our key solution offerings: , , ,

What success looks like in this role:

The InteliServe Automation Analyst reports directly into the IntelServe team and facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. The Analysts have excellent relationship building skills as their reach will also extend to collaborate with other Unisys resource staff, including InteliServe Automation team, Project Managers, Service Managers, Service Desk Operations and other Unisys service delivery teams to create and develop full automation plans that will form the basis of InteliServe service delivery. The core stakeholder audience for the Analyst team is with the Unisys Client Team as well as direct client/client Business stakeholders.

An analyst monitors fulfillment of contractual obligations, challenges performance, and identifies opportunities for continuous service improvement (CSI). Their CSI responsibility includes developing strategies to address under-performance, End User Experience feedback, and manage client expectations. The Analyst will often translate performance indicators from multiple source inputs in this CSI process to include items such as analyzing AI/Automation data logs, EUX behavior trails, customer sentiment metrics (automated and traditional survey based), production automation performance metrics, and scheduled Governance discussions. As an Analyst evolves an automation roadmap they will also evaluate the impact, and advises stakeholders about the timelines, specific activities and deliverables, implications and functions for the business and/or the operational element of service delivery.

• Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans to achieve contractual objectives.
• Oversees and measures the fulfillment of contractual obligations.
• Partner with the business to understand automation opportunities, define business requirements, and translate them into technical requirements and solution designs.
• Manage communication and expectations with business stakeholders.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Compiles, analyzes and presents statistical data and trends relating to service performance, metric level compliance and operational effectiveness to internal or external customers.
• Work hand in hand with our Automation team to document design requirements, test, and monitor operational performance of automation solutions.
• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of automation intention and operation, and ensure organization and individual associates understand automation services and how they contribute to client service expectations
• Identify opportunities for operational improvement within our team and execute cross-functional initiatives and process automations that improve our team's efficiency, productivity, and performance.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, cross functional services and customers.
• Works closely with Service Delivery Managers to proactively manage service performance
• Complete special assignments/projects and provide project support as requested by senior leadership.

You will be successful in this role if you have:

Knowledge

* Provides service matter expertise, advice and program delivery; leverages business acumen and subject matter expertise.

* Enhances own knowledge through understanding service business trends and objectives.

* Deepens knowledge through exposure to new assignments and continuous learning.

* Understands and foresees implications of decisions.

* Places issues in context of organizational and functional objectives.

* In-depth customer knowledge to provide appropriate solutions.

* Manages projects and program execution.

Business goals and strategy.

Thorough understanding and management of customer business needs and expectations.

Problem Solving

* Applies analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information.

* Involved in in-depth analysis, coordination and negotiation with key decision makers.

* Uses experience, innovation and judgment to make decisions that may be based on partial information.

* Presents problem analysis and recommended solutions in a creative and logical manner.

* Considers Unisys-wide implications of decisions and recommendations.

* Adapts and integrates own experience with Unisys-wide strategy.

* Anticipates operational, program, and implementation issues and develops preventative measures.

* Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.

Guidance

* Guided by business plans and strategy to achieve contractual objectives. Works with minimal direction.

* Executes goals and strategy within area of responsibility.

* Manages assigned customer engagements, projects, or business processes.

* Anticipates and prevents potential problems.

* Assesses and determines priorities within area of assignments.

* Applies discretion and independent judgment to identify when deviation from standard practice is required without prior approval.

* Updates leadership on project/activity status and escalates matters of business risk.

Relationships

* Contributes to business results through quality of results, advice and decisions.

* Cultivates, develops and manages strong, lasting customer relationships at senior leadership level.

* Influences a broad spectrum of stakeholders toward achieving business goals.

* Extends capabilities by working closely with senior staff/experts within and outside the internal organization.

* Adapts communication techniques for audiences at multiple internal and external levels.

* Builds consensus.

* Ensures understanding of technical matters by non-technical, executive decision makers.

Develops mutually beneficial strategic alliances with customers.

Develops standards around which others will operate.

Differentiators

* Leads service delivery processes and associated projects; interacts cross-functionally.

* Manages service delivery processes in the service delivery environments.

* Responsible for regional coordination and leadership.

* Works on unusually complex problems and provides solutions that are highly creative.

* Identifies and leads continuous improvement activities in support of customer or internal business processes.

Experience

4-5+ years of relevant experience or equivalent combination of education and work experience.

Demonstrated client engagement experience with the ability to interact with a variety of stakeholders.

Experience in a managed services and/or support services environment requiring commercial and business acumen.

Demonstrated problem analysis and solution formulation skills.

Skills

Detail-oriented with excellent organizational skills and initiative to improve processes.

Ability to establish and maintain effective working relationships with others.

Advanced verbal and written communication skills - English required, additional languages beneficial

Ability to manage multiple, competing priorities and simultaneous projects in a rapidly growing practice.

Advanced ability to create and document processes.

Ability to lead and influence large cross-functional teams.

Solid understanding of ITIL processes and principles.

Ability to work additional hours and/or travel as needed (~ 25%)

Competencies

Conflict resolution.

Relationship management.

Customer service.

Facilitation.

Executive presentation.

Eager to learn.

Team oriented.