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Business Analyst - Infrastructure

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This position is responsible for gathering, analyzing, and documenting requirements, including validation and traceability, for existing and new system solutions supporting various IT Service Delivery channels. Understands how the infrastructure organization functions to accomplish their purpose, and helps define capabilities the organization requires to provide an IT service and meet the business goals. Supports continual process improvement efforts for the infrastructure organization with a primary focus on IT Service Delivery. Assesses system impacts, provides gap and process analysis as well as cost/benefit analysis for system or product/service related initiatives.

KEY RESPONSIBILITIES
- Lead the effort with technical and business partners to identify and document requirements for the development and implementation of infrastructure systems and processes; ensuring processes are scalable and flexible to meet future business needs and represent the best overall fit for the organization
- Gather performance data to demonstrate the effectiveness of Key Performance Indicators including Service Desk metrics and Knowledge Management metrics.
- Partner with system integration teams and technical implementation partners to develop, define and trace technical requirements to support processes and system changes
- Lead efforts to construct workflow charts and diagrams, document system capabilities and writing specifications
- Anticipate the needs of technical and business stakeholders affected by process change
- Facilitate activities with users to define and document use cases, scenarios and test scripts
- Co-lead design sessions to identify system and process gaps and opportunities
- Create and publish IT knowledge articles and assist in creating IT technical documentation
- Participates in the evaluation and selection of infrastructure service products
- Other duties as assigned

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