- Serve as primary contact and IT liaison for the client.
- Liaise with the business third-party suppliers and internal technical teams to ensure that business requirements are met.
- Collaborate with client and IT team members to understand organizational and operational challenges.
- Field telephone calls, email communication, and tickets, as needed.
- Perform ticket escalation or direct the team members to follow escalation tickets procedures after other CRT Team members have exhausted their troubleshooting efforts.
- Develop and maintain business and technical knowledge of the client environment, Hardware/Software/Cloud Inventory, configuration, LOB applications, DR strategy, vendor relationships and documentation management. 7. Drive customer satisfaction and retention.
- Communicate with on-site staff effectively and consistently.
- Ongoing evaluation of technology solutions that will support client's business needs (collaborate with Executech Client Success Manager and Client Team on frequency of evaluation and what solutions that are presented).
- Map processes from current to future state, define business and tech requirements and scope, and proactively champion change to business stakeholders and development teams.
- Assist business stakeholders with testing system changes and analyzing data flows for process improvement opportunities.
- Attend weekly or monthly IT Alignment meetings with each of the department leads and teams.
- Provide daily guidance and mentoring to junior staff to ensure organization and team skills.
- Maintain and understand client's Executive Summary reporting.
- Schedule and perform regular meetings with Client Success Managers to discuss the client's business needs.
- Perform resource planning and coordination for the team.
- Collaboration with Professional Services team members for external projects.
- Collaborate with the Proactive Services team and other team members for the development and updating of internal team processes.
- Experience in an IT-managed services space with an emphasis on service delivery preferred.
- Bachelor's degree in a related area or equivalent.
- Strong working knowledge of technology and customer applications.
- Exceptional quantitative, analytical, and problem-solving skills with a strong attention to detail.
- Strong ability to interface effectively with client's management staff members.
- Ability and proven experience to translate stakeholder requirements into technical specifications that can be used for development, breaking down technical complexities so that they can be easily understood by business units and end users.
- Ability to constructively drive change in an adaptable and collaborative nature.
- Knowledge of Windows server, VMware / Hyper-V virtualization solutions.
- Business knowledge of firewalls and routers.
- Excellent organizational, written, and verbal communication skills are a must.
- Excellent project management skills.
- 5 years of project experience.
- 5+ years of proven experience in analytics and systems evaluation/development.
- Professional, pleasant and patient in demeanor.
- Reinforce image and professionalism of the Executech's Managed Services team and organization through polished professional communications and interactions.
- Exceptional customer service orientation, high degree of professionalism, and ability to work with minimal supervision.
- Rely on extensive knowledge and professional discretion to achieve goals.
- Must have demonstrated maturity in judgment and ability to provide guidance to others.
- Must be flexible, able to prioritize workload, able to manage multiple tasks, and have strong attention to detail.
- Ability to communicate successfully with business clients, explaining technical issues in clear, understandable terms.
- Ability to develop, engineer, and manage projects to full completion.
- Exceptionally self-reliant and self-directed.
- Experience with project management systems.
- Expert in Excel and Microsoft Office Suite.
- Experience with ConnectWise Suite preferred.
- Experience with multiple hardware for networks (WAN Accelerators, Wi-Fi, Storage, Servers, and Networking) preferred.
- Work in a temperature-controlled office environment.
- Low to moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue
- Computer.
- Multi-function printer/scanner.
- Hand tools.
- Desk phone.
- Interact with managers, co-workers and client stakeholders.
- No staff supervision responsibilities.
- Constantly talk, hear, sit, utilize keyboard/ten key, fine dexterity with hands and repetitive hand motion.
- Frequently lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp and hold.
- Occasionally reach overhead, kneel, climb and stand.
- Rarely lift and carry between to 21-50lbs., push/pull between 21-50lbs., squat, crawl, walkslippery surfaces, walk-uneven surfaces and bend.
- This position will work various hours to meet the needs of clients and business operations. May include days, evenings, nights, weekends and holidays.
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IT Business Analyst - Sacramento, United States - Executech
Description
Job Summary:
The IT Business Analyst role serves as a liaison between multiple client business units and leadership and Executech's team(s) to define IT processes, identify IT improvement opportunities, and implement new IT functionality.
The Business Analyst collaborates effectively with key stakeholders and every business unit across the client site to ensure proper IT resource allocation in support of the client's business objectives, interprets the stakeholders' business goals into specific deliverables, and then oversees the technical development of the deliverables.
They are a trusted partner, consultant, and technology advisor for the internal business. They should be familiar with various types of project management and business analysis software. Proficiency in spreadsheets is also important. This is a business-facing and technology-facing role, requiring excellent communication and organizational skills to create alignment amongst multiple stakeholders.You'll work On-site at the client location in Vacaville, CA
Job Duties and Responsibilities:
The following is a list of tasks/duties, to be performed by the position of an IT Business Analyst. This is not a complete list of tasks/duties, as there will be additional responsibilities assigned as needed.
Knowledge, Skills, and Qualifications:
Soft Skills:
Product Skills:
Typical Working Environment:
Equipment/Tools used:
Interaction/Supervision:
Physical Demands:
Hours of Work:
The above statements are intended to describe the general nature and level of work being performed by those assigned to this job.
