Business Analyst (Banking / up to $12K)

About the role

We are seeking a highly motivated and experienced Lead Business Analyst/PMO to join our Site Reliability Engineering (SRE) team. This pivotal role will drive the successful implementation and ongoing management and enhancement of our new ITSM IT Service Request (ITSR) platform. The successful candidate will be instrumental in achieving our strategic goals of automating ITSR regression testing, significantly reducing ticket volumes, and establishing automated reporting for support ticket analysis. This role requires a blend of strong analytical skills, project management acumen, and a proactive approach to stakeholder engagement and process optimization.

Responsibilities

• ITSR Transformation & Project Management (Primary Focus):
• Strategic Implementation:
• Actively participate in the discovery, definition, development, and deployment phases of the ITSR platform, ensuring a seamless transition from legacy systems.
• Requirements & Design: Lead requirements gathering, analysis, and design for ITSR features, collaborating closely with users, application and services teams, development, other ITSM workstreams and other stakeholders.
• Automation & Efficiency:
• Automated Regression Testing: Work in close collaboration with development teams to design and implement automated regression testing for the ITSR platform, ensuring stability and reliability of new releases. (No direct development required).
• Ticket Volume Reduction: Drive initiatives and strategies aimed at reducing monthly support ticket volumes, leveraging process improvements, automation, and user education within the ITSR framework.
• Automated Reporting: Lead the automation of service request ticket analysis dashboards and reports, transitioning from manual data extraction and manipulation (Excel, PowerPoint) to a streamlined, automated reporting solution.
• Project Governance & Reporting:
• Schedule and facilitate regular cadences with Journey Sponsors, Workstream Leads, and stakeholders, including preparing meeting decks, file notes, and tracking action items.
• Maintain and track burndown of ITSR project backlogs, overall work plans, and manage interdependencies among workstreams.
• Prepare and present comprehensive status reports and management presentations on ITSR journey progress.
• Quality Assurance & User Acceptance:
• Support and facilitate issue resolution throughout the ITSR implementation lifecycle.
• Review and refine UAT test cases, and conduct UAT and live verification for ITSR rollouts.
• Validate designs and prototypes;
• Communication & Collaboration: Collaborate with relevant parties on communications and broadcasts related to ITSR rollout and broader ITSM initiatives.
• ITAS Operations (BAU) - Secondary Role/Cover:
• Performance Monitoring: Actively track and review actionable insights and observability from the ITAS Control Tower, focusing on ticket Service Level Agreements (SLAs).
• SLA & Backlog Management: Review and follow up with support teams on ticket SLAs (missed SLAs, high ticket volume, high transfer volume), and maintain and burn down backlogs as prioritized for ITAS Operations.
• Feedback & Sentiment Analysis: Review and follow up on negative sentiments and feedback from Employee Experience surveys and ticket feedback, escalating issues as required.
• Training & Recognition: Collaborate with HR Learning on mandatory training for service engineers and support recognition programs for service engineers and top-performing application teams.
• Dispute Resolution: Support the Arbitration Team in processing ticket transfer requests, handling disputes, and managing aging cases escalated by users/service engineers.
• Metrics & Reporting: Track and report on ITAS driver and outcome metrics.
• Stakeholder Engagement: Schedule bi-weekly cadences with Lines of Business (LOBs) / markets, prepare file notes, and follow up on action items.
• Enhancement UAT: Perform UAT for ITSR enhancements and fixes.

Requirements

• 5 to 6 years of working experience, with significant exposure to Service Management principles and practices.
• Proven experience in IT application or infrastructure development or support.
• Demonstrated experience in Agile, Scrum, or Kanban methodologies for managing IT projects or operations.
• Strong project management skills or experience in leading and managing diverse stakeholders.
• Exceptional analytical and critical thinking abilities, strong data analysis skills, and a meticulous, process-oriented, and audit-compliant mindset.
• Proficiency in MS Office tools, particularly MS Excel and PowerPoint, for data analysis and preparing compelling management presentations.
• Possess relationship-led qualities, coupled with the ability to be strong and firm with stakeholders, especially regarding process compliance.
• Experience in designing or implementing automated testing solutions is highly desirable.
• Familiarity with reporting tools and dashboard automation is a plus.

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