senior Business AnalystTTEC

The Senior Business Analyst will be responsible for identification and analysis of ITIL metrics, reporting of variances and recommended actions to remediate. This role develops, inspects, mines, transforms, and models data to raise productivity, improve decision making, and gain competitive advantage. Define and maintain IT executive reporting dashboards, works with the IT leadership and departmental teams to ensure appropriate data is captured and reported to match current business needs to improve Global IT effectiveness and efficiency. Provides suggestions and solutions focused around reporting and analytics processes and tools that are centralized, consistent, timely, cost effective, and accurate. This role may also assist in IT process improvement projects in providing analytical understanding, root cause analysis, baseline metrics, and assist in other areas of process improvement project management.
This role is pivotal in providing input into design and delivery of IT reporting tools and processes improvement/automation enhancements. This requires communication and understanding of IT, Operations, Finance, and Accounting business needs as they relate to application and systems reporting. The role will require the ability to listen and communicate with other department leads, and have the ability to identify and manage process improvement initiatives.
This role will report directly into the Director of IT Service Management.
Essential Duties & Responsibilities:
Translate business needs into reusable data shapes that generate actionable insights through professional reporting formats (presentation or written)
Identify issues, concerns, and ongoing trends at the partner, tech, and process levels
Work with executive management to define and track KPIs, benchmarks and partner segmentation
Disseminate results of analysis to appropriate teams/leadership and be available to support follow up projects
Self-direct and prioritize incoming requests for analysis projects
Work with management to identify and measure successful and failing strategies and identify opportunities for process improvement
Assist in identifying best-fit data analysis and reporting tools
Conduct interviews to obtain additional insights
Job Specifications:
BA/BS or equivalent experience (4 years) and 2+ years of Information Technology experience
Advanced Excel knowledge
Understanding of ITSM tools and practices
Ability to build advanced queries to conduct effective information services
5-7 years' proven ability to facilitate, lead, and or mentor teams through process improvement activities and change adoption
Excellent oral and written communication skills
Ability to work independently
Effective communication skills for writing reports/proposals and supporting presentations
Advanced analytical/problem solving and research skills
Power Pivot and Power Query experience preferred
Advanced Excel skills, Power BI reporting, and Service Now reporting experience preferred
Experience assisting and managing process improvement efforts is a plus
Understanding of ITIL Service Lifecycle
Six Sigma certification desired
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centers in 16 countries. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC

Mandaluyong City, Metro Manila Quezon City, Metro Manila
Permanent
Full-time