Business Analyst Senior Associate

Company: Donatech Corporation
Location: Thousand Oaks
Posted on: March 18, 2023

Job Description:

Position would require the candidate to be a W2 employee of Donatech
The Process Analyst will oversee End User Desktop support processes in US, specifically incident, request and IMAC processes. The candidate will provide ongoing support for maintaining the processes and follow established processes for escalation when needed. The candidate must be able to work collaboratively within IT and other global teams to ensure processes are running efficiently as expected. Candidate must be self-motivated and autonomous, proficient in communication both written and verbal, and experienced with IT support processes and IMAC Processes.
The candidate will supervise End User outsourced partner on device/asset activities such as handling new device deliveries, device quarantining, disposal and return to vendor activities.
The candidate will supervise End User outsourced partner and perform Day to Day monitoring on (outsourced) deskside service performance on ticket/SLA compliance (incident, request and asset management.)
The candidate will support deskside projects and provide guidance and direction to (outsourced) deskside support staff where needed
Key Responsibilities:
Supervise and monitor IT support teams and collaborate with Deskside support teams (mainly in US) and Help Desk teams to identify systemic end user support issues and/or hardware issues and coordinate investigation and solution implementation
Monitor and supervise that End User Services outsourced partner follow agreed escalation process when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job
Coordinate the build and maintenance of Windows image for Laptop and VDI, together with Device Engineering and Device Operations Product Teams. Support UAT and pilot testing for new functionality releases
Support and provide hands-on experience in mergers and acquisitions (M&A). Provide oversight to device provisioning, logistics, device asset management and Day 1 End User support during M&A activities.
Facilitate user communications and organizational change management when changes are being implemented (outages, upgrades, attribute changes, etc.)
Identify new tools, technology or processes that improve overall processing environment or processing efficiency.
Completes project assignments and ad-hoc project needs commensurate with job expectations.
Work with Vendor(s) to investigate and implement process improvements
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to company Policy & Procedure Guide.
Perform data reconciliation among asset inventory and various other sources
Interact directly with internal stakeholders to obtain relevant data in required forms to manage hardware asset inventory.
Generate periodic asset reports regarding this Service, as well as ad-hoc reports as requested by stakeholders.
Ensure quality and timely delivery of requirements.
Highlight challenges identified in day-to-day operational work and suggest improvement ideas.
Ability to work independently with minimal supervision.
Attend regular calls/meetings with operational stakeholders.

Basic Qualifications:
Doctorate degree
OR
Masters degree and 2 years of Information Systems and software, mobile, or web experience
OR
Bachelors degree and 4 years of Information Systems and software, mobile, or web experience
OR
Associate degree and 8 years of Information Systems and software, mobile, or web experience
OR
High school diploma / GED and 10 years of Information Systems and software, mobile, or web experience
Preferred Qualifications:
3+ years of experience in a similar role or End User / Deskside Support.
Ability to address rapidly changing priorities in a fast-paced environment
Excellent communication, interpersonal skills, and writing skills with ability to understand customer needs
Basic knowledge on Excel, Access, other tools to create reports and Dashboards
Enthusiastic about technology with demonstrated technical aptitude
Passionate about customer service and how it can transform businesses
Experience on industry leading IT Asset Management tools such as Service Now preferred.
Excellent problem-solving, team and time management skills
Resourceful and proactive in capturing information and sharing ideas
Working knowledge of ITIL methodologies and systems including ServiceNow
Understanding of Agile methodologies and DevOps.
Flexibility in supporting global teams

Keywords: Donatech Corporation, Thousand Oaks , Business Analyst Senior Associate, Professions , Thousand Oaks, California