Senior Business Process Analyst

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Requirements:

• Master’s Degree in MIS, Business Management, or a related field with a minimum of 5 years of project management experience.
• Bachelor's degree in the above fields with a minimum of 7 years of project management experience.
• Prior experience leading or managing an IT Helpdesk or IT Service Desk.
• Knowledge of contemporary information technologies and cloud-based services.
• Project management certification (PMP, CAPM) is desired but not required.
• Business analysis and structured systems analysis certifications are a plus but not required.

Responsibilities:

• Collaborate with Technical Support Services Managers to understand current processes.
• Manage IT help desk process improvement projects from initiation to completion.
• Provide training and support to IT Technical Support Services staff.
• Continuously evaluate and refine help desk processes for ongoing improvement.
• Manage multiple process improvements and projects of various sizes.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Ensure timely completion of projects within budget and quality standards.
• Manage client and stakeholder expectations through reporting and communication.