As a
Service Business Analyst
, you will play a critical role in driving the analysis, reporting, and interpretation of data to enable fact-based decision-making for Service operations across Pan-India. This role will serve as a key liaison between business stakeholders and technical teams, translating business requirements into actionable insights and solutions. The position also supports the enhancement and adherence to Service KPIs, optimizing processes and contributing to the success of Customer Support Functional Projects. Key Responsibilities
- Assist in the collection, consolidation, and interpretation of data required to support Service processes and tools.
- Gather, analyze, and document current business practices, identify gaps, and recommend alternatives to drive efficiencies.
- Monitor critical Service KPIs, synthesize trends, and communicate improvement opportunities to leadership.
- Prepare reports, evaluations, and research analysis to support business decisions.
- Serve as a liaison with both external providers and internal stakeholders for business support and issue resolution.
- Drive and enhance adherence to Service KPIs across Pan-India.
- Assist with the execution of Customer Support Functional Projects, ensuring project deliverables and timelines are met.
- Support the development of testing strategies and execution plans for new processes or system enhancements.
- Contribute to special projects, process improvements, and other business initiatives as assigned.
External Qualifications and Competencies
Job Summary
As a Service Business Analyst
, you will play a critical role in driving the analysis, reporting, and interpretation of data to enable fact-based decision-making for Service operations across Pan-India. This role will serve as a key liaison between business stakeholders and technical teams, translating business requirements into actionable insights and solutions. The position also supports the enhancement and adherence to Service KPIs, optimizing processes and contributing to the success of Customer Support Functional Projects.
Key Responsibilities
- Assist in the collection, consolidation, and interpretation of data required to support Service processes and tools.
- Gather, analyze, and document current business practices, identify gaps, and recommend alternatives to drive efficiencies.
- Monitor critical Service KPIs, synthesize trends, and communicate improvement opportunities to leadership.
- Prepare reports, evaluations, and research analysis to support business decisions.
- Serve as a liaison with both external providers and internal stakeholders for business support and issue resolution.
- Drive and enhance adherence to Service KPIs across Pan-India.
- Assist with the execution of Customer Support Functional Projects, ensuring project deliverables and timelines are met.
- Support the development of testing strategies and execution plans for new processes or system enhancements.
- Contribute to special projects, process improvements, and other business initiatives as assigned.
Required Knowledge, Skills & Abilities
System Knowledge:
Hands-on experience with Optimus Salesforce System
to effectively track and drive Service KPIs. Analytical Thinking:
Strong analytical skills with experience in interpreting data, synthesizing trends, and converting insights into strategic actions. Project Execution:
Proven ability to lead or support service-related projects, with attention to timelines, metrics, and stakeholder alignment. Customer Support Domain:
Working knowledge of Customer Support Functional Projects and processes is highly desirable.
Competencies
- Balances Stakeholders
- Being Resilient
- Business Insight
- Collaborates
- Communicates Effectively
- Customer Focus
- Drives Results
- Manages Ambiguity
- Manages Complexity
- Manages Conflict
- Tech Savvy
- Service Information Process
- Values Differences
Additional Responsibilities Unique to this Position
Education, Licenses, Certifications - College, university, or equivalent degree is required.
- This position may require licensing for compliance with export controls or sanctions regulations, as applicable.
Experience - Minimum level of relevant professional work experience required.
- Prior experience in Service Business Analysis, Optimus Salesforce Systems, Customer Support Functional Projects, and KPI Management is preferred.
