Job Description

OBJECTIVE :

We are seeking a detail-oriented and strategic Business Analyst to join our team. In this role, you will work closely with cross-functional teams to analyze business processes, identify areas of improvement, and drive data-driven solutions to enhance our service delivery and operational efficiency. You will play a key role in translating business needs into actionable insights that will directly impact service innovation, platform development, and strategic decision-making.

CORE RESPONSIBILITIES include, but are not limited to, the following:

• Analyze customer usage data, performance metrics, and incident trends to identify gaps and improvement opportunities in unified monitoring services.
• Partner with stakeholders (operations, sales, and service teams) to gather and document business requirements for new features, service enhancements, and operational tools.
• Create and maintain documentation for process workflows, specification needs and business use cases.
• Develop and evaluate service performance metrics, SLAs and KPIs to track trends, measure effectiveness, identify improvement opportunities and ensure alignment with customer expectations and business goals.
• Support the evaluation and implementation of monitoring tools, technology architecture, system integrations, and business goals.
• Conduct market and competitor analysis to support strategic initiatives.
• Translate analytical findings into clear, actionable recommendations and insights for both internal teams and external customers.
• Construct clear and concise data visualization sets within dashboards and reports
• Champion and maintain data integrity through standardized schema and governance models
• Facilitate communication between technical teams and business stakeholders to ensure shared understanding and smooth execution of initiatives.
• Other Duties as Assigned.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in business, Information Systems, or a related field; relevant certifications (e.g., CBAP, PMI-PBA) a plus.
• 3+ years of experience as a Business Analyst in a technology or IT services environment, ideally with exposure to monitoring tools or managed services.
• Strong analytical and problem-solving skills, with the ability to work with large datasets and identify trends. An understanding of unified monitoring concepts including infrastructure, application, cloud, and network monitoring a plus
• Experience with business intelligence and analytics tools (e.g., Power BI, SQL).
• Excellent communication, attention to detail, problem solving and interpersonal skills, with the ability to convey complex concepts to non-technical stakeholders.
• Proficiency in requirements gathering, process modeling (e.g., BPMN), project management methodologies, and software development lifecycle management.

PREFERRED QUALIFICATIONS:

• Experience working in SaaS, IT services, or managed services environments.
• Familiarity with CRM and ERP systems (e.g., Salesforce, ConnectWise CPQ, ServiceNow).
• Background in service design or service delivery improvement.

PERSONAL ATTRIBUTES:

• Strong interpersonal skills, ability to communicate at all levels of the organization and with staff at remote locations as well as customers.
• Strong organizational, conflict-resolution, problem-solving and creative skills as well as the ability to make decisions based on sound judgment using accurate and timely analysis of available data.
• Must be able to effectively handle stressful situations and manage multiple tasks simultaneously.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.

OTHER SKILLS & ABILITIES:

• Working knowledge of project management processes, procedures, and tools.
• PC proficiency is essential (Windows environment) and strong working knowledge of Microsoft Office products is preferred.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS:

• Ability to define problems collects data, establish facts and draw valid conclusions.
• The duties of this job require the employee to effectively talk and hear English language communications.
• The employee is required to stand, walk, climb, sit and use hands and fingers.
• Some light lifting of objects is required.
• Reaching, grasping and carrying activities also required.
• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
• Above average intellectual ability and excellent judgment are needed to deal effectively with a wide range of problem solving and trouble shooting activities.
• This job is primarily located in a private office.
• The noise level in the work environment is usually moderate.
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

"Essential duties and responsibilities" describe those functions considered to be essential to the performance of the job. All requirements may be modified to reasonably accommodate individuals with disabilities.

CEC is an Affirmative Action/Equal Opportunity Employer

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