GA DBHDD Service Delivery Business Analyst

Analyzes customer business needs and participates in the planning, design and implementation of new or enhanced systems. Supervises, guides, and/or instructs the work assignments of subordinate staff. Establishes standards and procedures.

Must be LOCAL to METRO ATLANTA

Position Summary

The Service Delivery Business Analyst is responsible for analyzing business operations, developing process improvements, maintaining operational governance, managing reporting and metrics, conducting inventory and billing reconciliations, and supporting quality assurance initiatives for Telecommunications and Network Services. This role serves as the primary liaison between business operations, vendors, and technical teams to improve service delivery and operational efficiency.

Key Responsibilities

Business Analysis

• Conduct enterprise-wide business analysis for Telecommunications and Network Services.
• Identify operational inefficiencies and recommend improvements.
• Gather, document, and analyze business requirements.
• Develop recommendations for service optimization.

Process Engineering & Governance

• Develop and document operational procedures and standards.
• Create and maintain process workflows and service delivery documentation.
• Establish governance controls and compliance measures.
• Monitor adherence to operational processes

Inventory & Financial Reconciliation

• Reconcile telecommunications and data service inventories against vendor billing.
• Identify unused services and recommend cost-saving opportunities.
• Validate asset inventories against asset management systems.

• Support invoice auditing and billing accuracy initiatives.

Reporting & Analytics

• Develop centralized reporting for:
  • Service Catalog Requests
  • Incident Management
  • Project Metrics
  • Asset Inventories
  • Telecommunications Usage
  • Vendor Performance
• Create dashboards and executive-level reports.
• Analyze trends and provide recommendations.

Quality Assurance

• Develop and manage quality assurance programs.
• Monitor operational performance metrics.
• Identify service improvement opportunities.
• Conduct process compliance reviews.

Issue Management

• Collect, consolidate, and manage operational issues.
• Facilitate issue resolution with vendors and internal stakeholders.
• Track corrective actions and follow-up activities.
• Maintain issue and risk registers.

Continuous Improvement

• Assist with process improvement initiatives.
• Develop operational efficiencies and automation opportunities.
• Support organizational change management activities.

Qualifications

• Bachelor's degree in business administration, Information Systems, Information Technology, or related field.
• 5+ years of business analysis, process improvement, or operational management experience.
• Experience with telecommunications, networking, or IT service management.
• Strong reporting, analytics, and process documentation skills.
• Experience with ServiceNow, asset management, and vendor billing analysis.

Required/Desired Skills

Skill	Required /Desired	Amount	Candidate Exp
Bachelor's degree in business administration, Information Systems, Information Technology, or related field.	Required	0
Business analysis, process improvement, or operational management experience	Required	5
Experience with telecommunications, networking, or IT service management	Required	5
Experience with ServiceNow, asset management, and vendor billing analysis.	Required	5

Questions

No.	Question	Answer
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?
Question2	What is your candidate&# ;s email address?
Question5	This assignment is contingent upon customer renewal and availability of adequate funding. Do you agree to this requirement?
Question6	If selected for engagement, your candidate will be expected to start no later than 2 weeks (10 business days) after the client&# ;s selection date? Do you agree to this requirement?
Question7	HYBRID work option: However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?