Technical Business Analyst
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Chicago, IL 60606
o Ensure the suitability of the platform toolset for the requirements of business processes, and identify issues for remediation or opportunities for development.
o Understand the limitations and capabilities of the core software in the platform toolset in order to recommend appropriate changes to processes or technology.
o Consult with stakeholders and managers of teams that leverage the platform to capture requirements and translate their systems and process needs into actionable proposals.
o Roadmap and prioritize proposed changes to the technology and manage overall workload of the Platform Support team.
o Assess the continual alignment of platform modules and workflows with ITIL service delivery processes and drive compliance with ITIL and industry best practices.
o Utilize data and reporting available in the platform to analyze team performance and the correlated effectiveness of various processes; summarize meaningful findings to company managers for use in performance evaluation of various teams
o Test the platform’s performance to validate functionality and alignment with business requirements.
o Convert platform improvements which were identified in platform analysis into Enhancement records in ServiceNow that detail the connected business requirements and the value of modifying the system to improve workflows.
o Ensure that process changes requiring software development are associated with development requests in Enhancement records.
o Own and maintain the guidelines and processes used by the Platform Strategy team in fulfilling the weekly release cycle for platform software components.
o Oversee the operation of the weekly Platform Advisory Board and assist with prioritization and throughput of development tasks.
o Apply knowledge of scripting and databases to execute certain scripts or programs that integrate with the platform to provide enhanced reporting capability.
o Confirm and monitor the effectiveness of implemented solutions as designed for the platform and log any Defects for remediation.
o Utilize your knowledge of the Entara technology platform to provide input and recommend development to the Director of Professional Services.
o Conduct surveys of strategic thought leaders, industry publications, and platform stakeholders to capture positive and constructive feedback on the function and efficiency of the technology platform to drive continuous improvement efforts.
o Create and map business processes for workflows that leverage the Entara proprietary technology platform, accounting for all possible directions of the process flow.
o Train the stakeholders and participants of each process to drive alignment and consistency in execution.
o Perform initial planning and assignment of resources for internal and external platform projects.
o Ensure project delivery processes are followed and that project documentation is actively maintained in the Entara platform.
o Organize team structure and meeting cadences for resources within the Platform Support Team.
o Supervise the Platform Support team members, track utilization, and re-prioritize efforts dynamically as necessary.
Client Account Management
o Create and maintain client-facing reporting dashboards; train client users on dashboard navigation.
o Provide business analysis and project management services to clients for short- and medium-term contract engagements.
Client Audit Management
o Perform planning and assignment of resources for the technical alignment audits Entara conducts for its clients.
o Manage the platform software Entara uses to conduct the audit, including management of roles, permissions, audit records, alignment roadmaps and reporting.
o Ensure service delivery processes are followed when initiating and presenting an audit to the Client.
o Monitor the effectiveness of audit process.**