Service Delivery Business Analyst

Service Delivery Business Analyst

Position Summary

The Service Delivery Business Analyst is responsible for analyzing business operations, improving service delivery processes, maintaining operational governance, managing reporting and performance metrics, conducting inventory and vendor billing reconciliations, and supporting quality assurance initiatives for Telecommunications and Network Services. This role serves as the primary liaison between business stakeholders, vendors, and technical teams to drive operational efficiency, cost optimization, and continuous improvement.

Key Responsibilities

Business Analysis

• Conduct business analysis for Telecommunications and Network Services.
• Gather, document, and analyze business requirements.
• Identify operational inefficiencies and recommend process improvements.
• Collaborate with business, technical teams, and vendors to improve service delivery.

Process Engineering & Governance

• Develop and maintain operational procedures, process documentation, and workflows.
• Establish governance controls and ensure compliance with operational standards.
• Monitor adherence to service delivery processes and best practices.

Inventory & Financial Reconciliation

• Reconcile telecommunications and network service inventories against vendor billing.
• Identify unused or duplicate services and recommend cost-saving opportunities.
• Validate asset inventories and support invoice auditing for billing accuracy.

Reporting & Analytics

Develop and maintain reports and dashboards for:

• Service Catalog Requests
• Incident Management
• Project Metrics
• Asset Inventories
• Telecommunications Usage
• Vendor Performance
• Analyze trends, KPIs, and operational metrics to provide actionable recommendations.

Quality Assurance & Issue Management

• Develop and support quality assurance initiatives.
• Monitor service performance, process compliance, and operational metrics.
• Track operational issues, risks, corrective actions, and coordinate resolution with vendors and internal teams.

Continuous Improvement

• Support process improvement, automation, and operational efficiency initiatives.
• Assist with organizational change management and service optimization efforts.

Required Qualifications

• Bachelor''s degree in Business Administration, Information Systems, Information Technology, or a related field.
• 5+ years of experience in Business Analysis, Process Improvement, Operations, or IT Service Delivery.
• Experience with Telecommunications, Networking, or IT Service Management (ITSM).
• Strong experience with business requirements gathering, process documentation, reporting, and analytics.
• Hands-on experience with ServiceNow, Asset Management, and Vendor Billing Analysis.
• Excellent analytical, communication, stakeholder management, and problem-solving skills.