Job Title : Service Delivery Business Analyst (Hybrid)
Duration : Long-term contract
Location : Atlanta, GA
Interview : Video or in person
Job Description:
We are seeking an experienced Service Delivery Business Analyst to support Telecommunications and Network Services operations. This role will analyze business processes, identify opportunities for improvement, maintain operational governance, manage reporting and metrics, perform inventory and billing reconciliations, and support quality assurance initiatives.
The ideal candidate will serve as a key liaison between business operations, vendors, and technical teams to improve service delivery, operational efficiency, and cost management.
Key Responsibilities
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Conduct business analysis for Telecommunications and Network Services operations.
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Gather, document, and analyze business requirements and operational needs.
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Identify process inefficiencies and recommend service optimization opportunities.
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Develop and maintain operational procedures, workflows, standards, and service delivery documentation.
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Establish governance controls and monitor compliance with operational processes.
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Reconcile telecommunications and data service inventories with vendor billing records.
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Identify unused or underutilized services and recommend cost-saving opportunities.
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Validate asset inventories against asset management systems and support invoice auditing.
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Develop and maintain reporting and dashboards for service requests, incidents, projects, assets, telecommunications usage, and vendor performance.
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Analyze operational trends and provide actionable recommendations to leadership.
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Develop and manage quality assurance programs and conduct process compliance reviews.
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Track operational issues, risks, corrective actions, and resolution activities.
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Coordinate issue resolution with vendors and internal stakeholders.
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Support continuous improvement, process optimization, automation, and change management initiatives.
Qualifications
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Bachelor’s degree in Business Administration, Information Systems, Information Technology, or a related field.
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5+ years of experience in business analysis, process improvement, service delivery, or operational management.
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Experience supporting telecommunications, networking, IT infrastructure, or IT service management operations.
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Strong experience with business requirements gathering, process documentation, workflow development, and operational governance.
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Experience with reporting, data analysis, metrics, and dashboard development.
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Experience with ServiceNow, asset management systems, telecommunications inventory, and vendor billing reconciliation.
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Strong analytical, problem-solving, communication, and stakeholder management skills.
