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Burlington IT Service Center Business Analyst I in Burlington, New Jersey

LOCATION 2006 Route 130 North Burlington NJ US 08016

Come join our growing team here at Burlington as an IT Service Center Business Analyst I! The Business Analyst I is a liaison for IT Infrastructure and Development teams responsible to ensure customer satisfaction and drive quality of service needs. This position requires understanding overall business needs and IT support trends across all IT support areas of the organization to ensure quality IT Support Services are being met. Routinely researching issues and aligning key system owners to deliver root cause solutions which will minimize incident volumes. Performs operational support audits and reporting which will raise the awareness of customer satisfaction, KPI and other checks to ensure IT best practices and measures are being met for the best quality support of IT Services. IT projects participation across Burlington Stores IT environment are also performed.

IT is comprised of hardworking, motivated, and skilled team of professionals who deliver the highest possible work quality in a fast-paced and quickly changing environment. The ideal candidate is committed to working with our business partners to develop cost-effective and innovative solutions. Individuals in this role are comfortable with changes in workload and/or focus of work and modify actions to suit business needs. The candidate will also exemplify the highest degree of trust and integrity by continually upholding Burlington’s core values and professional standards.

This position will work directly with all areas of IT and other corporate pyramids including Stores, Planning, Marketing, Construction, Facilities, Corporate Store Operations, and Field partners.

Duties and Responsibilities:

  • Reduce incident volumes, improve support efficiencies, and develop lasting solutions.

  • Coordinate and facilitate assessments/audits to confirm Quality of Services and drive customer satisfaction goals.

  • Assist system and/or business owners with root cause analysis and track action plan progress.

  • Guide efforts to facilitate ITSM and ITIL best practices.

Liaison, Planning and Administration

  • Coordinate with IT Support Director to ensure strategic goals and measures are defined and met.

  • Partner with IT Support management and IT System Owners to integrate current and future support strategies and plans

  • Facilitate efforts to reduce call volumes, understand support plans/agreements, and drive support quality for the organization.

  • Conduct daily data analytics to maximize effectiveness and troubleshoot problems.

  • Provide necessary coordination, planning, and tracking of deliverables that will deliver improved system functions, support services, and/or end-user knowledge.

  • Identify and track assessment/performance metrics.

  • Prepare Weekly and Monthly Reporting, as required.

  • Collaborate with support teams to build required analytics.

  • Perform related duties consistent with the scope and intent of the position.

  • Provide routine status reporting.

Research and Analysis

  • Research and recommend best practices for ITSM and ITIL.

  • Understand, build, measure, and refine SLAs and OLAs across all business units.

  • Analyze incoming incidents and support volumes to determine business areas in need of operational improvement.

  • Identify issue trends and recommend solutions.

Audit and Quality Control

  • Perform examination of IT Service Management controls to determine operational service levels and effectiveness.

  • Coordinate with IT Service Center management to ensure support services quality and controls.

  • Support IT Service Center management reporting, building, and testing of controls.

Education and Qualifications:

  • High School diploma required

  • Bachelor’s degree in computer science or appropriate related field experience preferred

  • Technical certifications not required but highly desired. Example ITIL or ITSM


  • 3-5 years’ work experience in related retail environment.

  • Project Management

  • Retail technology

Skills and Abilities:

  • Proficient in use of Microsoft Office suite (e.g., Word, Excel, PowerPoint, Visio) and document sharing tools such as SharePoint. Knowledge of data analytics software a plus.

  • Sound understanding of IT Service Management and other ITIL principles and best practices.

  • Good technical knowledge of current network hardware and standards.

  • Strong analytical and problem-solving abilities.

  • Ability to independently manage many changing tasks simultaneously

  • Willingness to expand skill set and take on increasing responsibility

Physical Requirements:

  • Occasional evening and weekend work to meet deadlines.

  • Sitting for extended periods of time.

  • Some local travel may be required for the purpose of on-site requirement software and applications testing, and emergency support activities.

If you…

…are excited to deliver great values to customers every day;

…take a sense of pride and ownership in helping drive positive results for a team;

…are committed to treating colleagues and customers with respect;

…believe in the power of diversity and inclusion;

…want to participate in initiatives that positively impact the world around you;

Come join our team. You’re going to like it here!

You will enjoy a competitive wage and comprehensive benefit package including a generous paid time off plan, a company matched 401(k) and an associate discount. We are a rapidly growing brand, and provide a variety of professional development opportunities so our associates can grow with us. We work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

Today's Date 6/4/2021
Posting Number 2021-149890
Location US-NJ-Burlington
Address 2006 Route 130 North
Zip Code 08016
Position Type Regular Full-Time
Career Site Category Corporate
Position Category Information Technology
Evergreen Yes

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