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Burlington ITSC Business Analyst I in Burlington, New Jersey

LOCATION 1830 Route 130 North Burlington NJ US 08016

IT Service Center (ITSC) 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.

Burlington is committed to being an employer of choice. We offer a competitive wage and benefit package including a generous paid time off plan, a company matched 401(k) and an associate discount. Our associates make a difference in the lives of customers, colleagues, and our communities through various social responsibility initiatives. As a growing company, we offer a variety of professional development and career growth opportunities.

Duties and Responsibilities:

  • 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.

  • 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.

  • Translate and create necessary documentation related to supporting business systems, functions and processes; including but not limited to support plans, flow diagrams, knowledgebase articles, management and assessment materials, etc.

  • 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.

  • Recommend and build necessary training plans to drive IT Support knowledge, performance and quality of service.

Experience Skills & Abilities:

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

  • 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 effectively prioritize and execute tasks in a high-pressure environment.

  • Exceptional verbal and written communication skills; mature, and articulate.

  • Proven ability to lead processes, identify and implement process improvements

  • Strong MS Office and Linux based skills

  • Administrative capabilities (scheduling, coordinating calendars, event management)

  • Customer-service orientation

  • Ability to independently manage many changing tasks simultaneously

  • Willingness to expand skill set and take on increasing responsibility

Today's Date 9/4/2020
Posting Number 2020-137648
Location US-NJ-Burlington
Address 1830 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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