Hello,
My name is Vasanth from DataFactZ. One of our Direct Clients is looking for *Business Analyst - Senior (3982203)* below mentioned skill set. Please let us know if you would be interested in for the same or might refer to any of your known friends who might be interested. *Job Title: **Business Analyst - Senior with **SLM ITILv3 **Experience Must**!!! * *Location: San Francisco, CA* *Duration: 6 Months+* Please forward resumes to [email protected] *NOTES FROM THE MANAGER/ CALL 98% of the day will be spent supporting L2 incidents.* · Able to create and modify procedures to solve complex problems for which no existing policies or processes exists. · Oversees the daily work activities or provides direction to Operational staff (in collaboration with SLM Mgr. and other Functional Mgrs within Operations). · Regularly interacts with business/customers to understand, meet and exceed service requirements · Able to negotiate and persuade other groups on diverse perspectives to gain cooperation and achieve customer objectives · Is seen as a subject matter expert within functional area and acts as a role model/ mentor to technical and team management issues. · Excellent interpersonal skills such as negotiation, collaboration, pitching in where needed, and respecting individuals at all levels. · Provides and improves relationship and communication with business teams. · Constantly acquires knowledge necessary to manage the *SLM ITILv3* process better so that expectations are continually met. · Demonstrates creative thinking innovative approaches using multiple technologies · Support initiatives that focus on meeting and growing business needs. · A commitment to delivering exceptional customer support with a high level of professionalism and responsiveness. · May provide after hours on - call support for high severity incident management. · Monitors service performance to SLAs and ensures organizational and leadership visibility of SLA performance and problem areas. · Discusses and presents information and issues to IT business management and 3rd Party Vendors. · Responsible for ensuring Operational Support Teams are consistently delivering high quality service support. · Manages support exceptions/escalations and where appropriate, creates new or refines existing business processes. · Possesses knowledge to plan and manage service deliveries for standard and customized IT solutions and processes to satisfy customer and business requirements ****ADD THE FOLLOWING QUESTIONS/ RESPONSES TO THE TOP OF YOUR RESOURCE'S RESUMES PLEASE* *• Do they have a 4 year degree? Y/N * *• What level of experience do you have supporting service delivery of fulfillment application? Y/N, # years * *• Have you held a customer-facing or account management role before? Y/N * *•Do you have experience creating and presenting dashboards?* This is a high customer-facing role; need to have a person to roll up sleeves and advocate for the business as it relates to support. Will need experience with incident process and instructions. The BA will pull monthly dashboards that contain the incidents and explain the variances and metrics. Analyze lower level tickets and find recurring impacts , handle escalations – what went wrong, how to fix it, guide the team in the right direction. Person should be able to take tech-speak and translate for non-technical audience. Don’t need a coder, but rather a person who has the acumen and can ask the needed questions to resolve issues. Familiar with Agile environment and working within Service Level Management environment. *Must Haves: Degree, technical acumen, excellent communication/ presentation skills, exhibit customer facing experience/ successes on resume.* Flexibility to work between 2 Folsom and Mission Bay location ( there is a free shuttle service). Type of person that would work well in this role: Account manager/ a go-to person with technical background Thanks & Regards, *Vasanth Dolai, Lead Recruiter* Email: [email protected] DataFact <http://www.datafactz.com/>Z Inc., 22260 Haggerty Rd, MI, 48167 Phone: (248) 221-1438 Fax : (248) 715 – 6434 Toll free: 1 866 739 0820 *Onsite *-* Offsite *-* Offshore BI/DW Solutions Provider * *Tier-1 Supplier for **MicroStrategy Inc.* *& Global Alliance Partner* This e-mail communication (including any attachments) may contain confidential information intended solely for the use of the intended recipient. 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