Service Operations Business Analyst

About the role

At UniSystems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Operations Business Analyst to join our UniQue team in Brussels! What will you be doing in this role: Track, analyze, and report SLA and KPI performance across customers and services. Identify service risks, trends, breaches, and improvement opportunities through regular reporting. Work closely with account managers to support customer reviews, renewals, and commercial discussions. Validate billing data to ensure invoicing reflects the correct number of managed devices, services, and contract scope. Maintain accurate service inventories, commercial records, and contract-related data. Coordinate with partners to secure best pricing, discounts, rebates, and commercial terms. Support procurement, renewals, and partner compliance requirements. Build dashboards and reports for leadership covering performance, revenue, margin, and operational trends. Support forecasting, budgeting, and business planning activities. Drive process improvements to increase efficiency, reporting accuracy, and commercial governance. Act as key liaison between operations, finance, sales, account management, and external partners. What do you need to succeed in this position? Master's degree in Economics, Finance or Engineering with minimum 5 years of experience as a Business Analyst, or similar commercial/operations role. Strong experience tracking and reporting SLA / KPI performance across managed services environments. Proven experience working with account managers, customers, and internal stakeholders. Strong understanding of billing validation, invoicing controls, asset counts, and revenue assurance. Experience managing customer service, vendor and partner relationships, including commercial reviews and renewals. Strong analytical skills using Excel, Power BI, or similar reporting tools. Experience with CRM such as ServiceNow, Salesforce, SAP, or similar. Experience with international projects is a plus. At least 2 from the following certifications: ITILv4, Prince2 Foundations, ServiceNow, Time Management, PowerBI, Vendor Management, MSP, Scrum. An active NATO Security Clearance is required. Very good command of spoken and written English (B2). At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.

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