*Please respond to **[email protected]***
Job Title: Business Analyst Location Hopewell, NJ 08534 Duration – 6+ months Job Description: Service Management • Support Service Manager in the end to end service delivery of the Idea Management service based on the BrightIdea Platform – Monitor documented service levels – Define supporting metrics for the service – Participate in development and maintenance of service level agreements and operational level agreements as necessary • Provide overall guidance for changes to the Service and/or Service Levels that require new initiatives, projects and/or contract changes Please respond to [email protected] • Oversee the capacity planning process for Service working with demand forecasts from the business units and actual consumption data • Provide input and guidance for changes and continuous improvement for the Service • Facilitates service support trend analyses and significant problem and root-cause analyses with Service Providers Stakeholder Management • Assist in managing the expectation of Business Units concerning the use of the service by providing clear and understandable information via the IM Service Catalog and input into appropriate Service Reviews • Work collaboratively with internal stakeholders (other IM areas, business units, etc.) to develop and design requirements to meet business needs. • Coordinate the efforts of internal stakeholders and Service Providers in the change management process • Coordinate others parts of IM to capture and confirm that IM business value is delivered • Measure the perception of service quality from an End User and/or internal and external Business Partner perspective Issue Management • Manages and validates status and logs of critical and escalated issues to ensure timely resolution from service providers • Manages process of moving escalated issues to the appropriate management level and ensures that decisions are made within the defined time periods • Facilitates the resolution of escalated operational and Service Provider-related issues Service Performance Management • Oversee the review and validation of service and infrastructure performance - both retained and outsourced • Develop and maintain log of all outstanding service improvements and enhancements • Ensure appropriate processes are in place to support service delivery and that they are subject to continuous improvement Requirements/Basic Qualifications: • 3-5 years IT experience • Knowledge of Idea Management and Web 2.0 technologies • Experience with HTML • Creating and modifying Custom Style Sheets a plus • ITIL certification preferred • Possesses excellent organizational, communication and presentation skills to interact with all levels of the corporation. • Experience managing multiple vendors in the delivery of service • Bachelor degree in Computer Science with a MBA or consummate experience • Previous service management or project management experience • Analyzes, develops, presents service alternatives and defends recommendations to gain commitment. • Willingly modifies strategy and direction in response to changes in the environment. • Actively seeks the opinions and perspectives of individuals with different backgrounds and perspectives • Creates new and innovative ways of doing things, demonstrates flexibility, open-mindedness, and adaptability a rapidly changing environment. *Please respond to **[email protected]*** Thanks and Regards Kiran Kumar Vedala Manager-Business Development ERP Minds Inc 5 E College Dr. Arlington Heights, IL 60004 Email: *[email protected]* www.erpminds.com -- You received this message because you are subscribed to the Google Groups "SAP BASIS" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/sap-basis?hl=en.
