THE CHALLENGE

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An IT Business Solutions Analyst plays a key role in bridging the gap between business needs and technical solutions. They work closely with partners to understand business objectives, bring together and document requirements, and find opportunities for process improvement. By analyzing data, workflows, and systems, they design and recommend solutions that enhance efficiency, reduce costs, and support interpersonal goals. The role involves collaborating with multi-functional teams, assisting in vendor relationships, and ensuring the successful implementation of technology solutions, and ensuring smooth adoption by end-users. Ultimately, this role helps bridge business and technical needs.

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WHAT YOU’LL TAKE ON

Partner Teamwork:

• Act as a liaison between business units and technical resources to ensure alignment on project objectives.
• Facilitate communication between collaborators to ensure expectations are clear and understood across departments.
• Suggest process redesigns or optimizations to leverage efficiencies, reduce costs, or enhance service quality.
• Good communication skills to be a phenomenal partner with business leaders, technical teams, vendors, and clients.
• Ability to facilitate meetings, workshops, and presentations with teams of multifaceted strengths.

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Solution Design & Recommendation:

• Work with business collaborators to design solutions that address their needs, improve efficiency, and reduce costs.
• Create process maps, workflows, and data models to represent business processes and system integrations.
• Form relationships with technical teams to design system solutions and identify technical gaps or areas for improvement.
• Conduct workshops, interviews, and surveys with business stakeholders to gather functional and technical requirements.
• Create process maps, workflows, and data models to represent business processes and system integrations.
• Work closely with technical teams to design system solutions and identify technical gaps or areas for improvement.
• Oversee and rationalize SaaS license management in close collaboration with business teams to optimize usage, reduce costs, and ensure alignment with organizational needs and goals.

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Data Analysis & Reporting:

• Analyze business data to identify trends, difficulties, and determine areas for optimization.
• Assist in the development of reports and dashboards using business intelligence tools (e.g., Tableau, Power BI, SQL) to track key performance indicators (KPIs).

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Project Management Support:

• Support project managers in planning, tracking, and reporting on project progress, risks, and status.
• Assist in leading project scope, timelines, and handling risks to successful project delivery.
• Knowledge of project management principles, including scope management, risk assessment, collaborator status, and timeline development.
• Ability to work under tight deliverables and handle various tasks or projects simultaneously.
• Present findings, solutions, and project status updates to senior leadership and stakeholders in a clear, concise manner.
• Prepare and deliver presentations or reports summarizing business analysis, solution design, and project outcomes.

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Risk and Issue Management:

• Identify potential risks or issues during the solution implementation phase and proactively mitigate them.
• Work across teams to address issues and find resolutions that minimize disruption to business operations.

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Training & Communications:

• Assist in the coordination and delivery of training sessions across the EMEA and APAC regions, ensuring materials are relevant to regional needs.
• Provide ongoing support for regional communications, including crafting content for newsletters, announcements, and other internal updates specific to the EMEA and APAC regions.
• Aid in streamlining communication processes across various corporate entities, labels, and studios, ensuring clarity and consistency in messaging and workflows.
• Develop and distribute surveys to gather feedback, and analyze results to provide actionable insights that support business decisions and improve employee engagement.

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Customer Support:

• Develop test cases, conduct user acceptance testing (UAT), and validate that systems meet business requirements.
• Work with development teams to troubleshoot and resolve technical issues or defects during implementation.
• Provide hyper-care support, addressing questions or issues related to system functionality.
• Collaborate with IT teams to tackle sophisticated issues and ensure continuity of business operations.
• Develop test cases, conduct user acceptance testing (UAT), and validate that systems meet business requirements.
• Work with development teams to identify and resolve technical issues or defects during implementation.

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WHAT YOU BRING

• 3 years of relevant experience + minimum 1 year of experience of building functional user requirements for ServiceNow implementation
• 1 year experience with ServiceNow ITSM and/or ITOM product suites
• Bachelor’s Degree or equivalent experience in Business Administration, Information Technology, Computer Science, or a related field.
• Proven ability working directly with internal business customers in a support-type role.
• Proven ability assisting with product requirements, launching, and post implementation support.
• Proven ability in directly leading product launches, supporting retrospectives, building playbooks, and iterating to improve.
• Experiences with tools such as Jira, ServiceNow, Smartsheet, Airtable, Tableau, PowerBi, Monday.com, Miro, and Lucid Chart.

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