Job Description :
7553738
Level 2 Operations Business Analyst
Plano TX 75075
5 months plus

What are the three to five technical responsibilities of the position? 1 Servcie Desk experience handling Application support, preferrably Level 2.
2 Knowledge and experience supporting IAM tools.
3 Strong ability to Multi Task in an extremely faced paced Operations Environment.
4 Proven ability to communicate/collaborate with Business Analysts, Developers, Systems Administrators, Project Managers, and Customers.

In addition, this position will work closely with the Client via Phone Conversations as well as Face to Face conversations while working to streamline processes and reduce calls. Candidates must be comfortable with the direct corporate client interface. Applicants must have excellent communication skills, both written and oral. Call center experience is a plus. Low travel may be required. Levels within support teams. Level 2 - technical support desk and not necessarily a BA. This title is a BA because of the documentation component involved. Knowing SQL is nice to have but not necessary as it will help solve tickets before goign to Level 3. App SME and understand functionality of applications, specifically IAM tools. Service desk experience in the past will be an advantage.

Operations Business Analyst with professional experience to support operations for a web-based Identity and Access Management applications A minimum of 6 years combined experience in Business Analysis, Software Testing, and/or Call Center is preferred. This position will be responsible for multiple facets of web application support. The candidate needs to possess a strong ability to troubleshoot issues, problem solve, and multi-task.
Role Responsibilities:
Ensure that all Service Management processes are followed and all incidents and requests are addressed within the required time to adhere to published SLAs.
Coordinate escalations and collaborate with internal technology teams to ensure timely resolution of issues.
Perform system maintenance and maintain current documentation.
Propose process and technical improvements to management.
Coordinate escalations and collaborate with internal technology teams to ensure timely resolution of issues.
Provide mentoring and guidance to other team members.
This position will spend time in a customer facing role including interacting at key customer meetings and work across the IT organization to ensure IT successfully meets customer expectations.
Candidates must have previous operations or QA support experience and be comfortable with direct corporate client interface.
Business Analysis experience is required, including the ability to gather, design, and maintain small to medium sized requirements documents and user manuals.
Serve as a liaison between the business community and Information Services.
BASIC requirements:
Experience in documenting known issues for purpose of Level 1 and Level 2 to support customers.
Must have excellent verbal and written Skills with a working knowledge of Microsoft Office applications including Word and Excel.
Ability to analyze, set priorities, and solve complex problems.
Strong ability to Multi Task in an extremely faced paced Operations Environment.
Proven ability to communicate/collaborate with Business Analysts, Developers, Systems Administrators, Project Managers, and Customers.
Preferences:
ITIL Certification.
Experience with Identity and Access Management tools.
Active Directory.
Healthcare experience.