Job Title: Business Systems Analyst

Job Location: Troy, MI

Position Overview

We are seeking an experienced Business Systems Analyst (BSA) to support technology projects across infrastructure and enterprise IT services, including networking, server and workstation services, Microsoft 365, telecommunications, and service management.

The ideal candidate will be a self-starter with strong analytical, data analysis, communication, and problem-solving skills. This role involves gathering and documenting business and technical requirements, analyzing data, supporting system integrations, testing technology solutions, and coordinating implementation activities. Hands-on ServiceNow experience is mandatory.

Key Responsibilities

• Business and Technical Analysis: Gather, analyze, and document business requirements, functional specifications, technical requirements, and project deliverables.

• ServiceNow Integrations: Support and analyze ServiceNow integrations related to Asset Management, Inventory Management, CMDB Discovery, Webex, and other enterprise systems.

• Data Analytics: Analyze complex datasets, identify trends and discrepancies, prepare reports, and provide actionable insights to support business and technology decisions.

• Microsoft 365 Solutions: Utilize Microsoft 365 productivity applications to support business processes, analyze information, improve collaboration, and develop reporting solutions.

• Solution Design and Implementation: Evaluate existing systems, identify opportunities for improvement, and recommend technology solutions aligned with business requirements.

• Testing and Validation: Develop test scenarios, coordinate user acceptance testing (UAT), validate system functionality, document defects, and support issue resolution.

• Infrastructure Services Support: Work with networking, server, workstation, telecommunications, and service management teams to analyze requirements and coordinate project activities.

• Process Improvement: Conduct research, evaluate existing workflows, and develop procedures and recommendations to improve system efficiency and operational effectiveness.

• Contract and RFP Documentation: Assist in preparing Requests for Proposals (RFPs), contract documentation, technical specifications, and statements of work or scopes of deliverables.

• Telecommunications Expense Management: Support telecom expense analysis, inventory reconciliation, cost tracking, and reporting, as applicable.

• Documentation and Training: Develop user guides, standard operating procedures, technical documentation, and training materials. Provide training and support to end users.

• Stakeholder Collaboration: Coordinate with business users, technical teams, project managers, and vendors to ensure requirements are understood and deliverables meet project specifications.

• Project Support: Take ownership of assigned tasks, track progress, identify risks and dependencies, and ensure deliverables are completed within established timelines.

Required Skills and Qualifications

• Proven experience as a Business Systems Analyst supporting IT, infrastructure, or enterprise technology projects.

• Mandatory hands-on experience with ServiceNow, including integrations and relevant modules or capabilities.

• Experience supporting ServiceNow integrations involving Asset Management, Inventory Management, CMDB Discovery, and Webex.

• Strong experience using the Microsoft 365 productivity suite.

• Demonstrated data analytics experience, including data analysis, reporting, validation, and interpretation of results.

• Experience gathering requirements, documenting business processes, and translating business needs into technical specifications.

• Knowledge of system testing, user acceptance testing, implementation support, and issue tracking.

• Strong analytical, problem-solving, organizational, and communication skills.

• Ability to work independently, take ownership of assignments, and collaborate effectively with cross-functional teams.

Preferred Qualifications

• Experience in Telecommunications Expense Management (TEM).

• Experience preparing Requests for Proposals (RFPs), contracts, statements of work, and scopes of deliverables.

• Familiarity with infrastructure services, including networking, servers, workstations, VoIP, and enterprise service management.

• Experience with process improvement initiatives, technical documentation, and end-user training.

Work Arrangement

• Hybrid position requiring a minimum of two days per week onsite.

• Must be available during standard business hours.

• Candidates must meet the mandatory ServiceNow, Microsoft 365, and data analytics experience requirements.