Business System Analyst 4

Req # 4178
Type: Full Time
Location : Sunnyvale, CA


Job Summary The Business Application Support organization is a driving force for transforming NetApp IT to an ITIL-Centric Services Model, and we have a passion for exceeding customer expectations for responsiveness, knowledge of their business, quick and accurate problem resolution. We are transforming our existing services and processes, driving our competitive cost structure, improving coverage hours, emphasizing end-to-end ownership, and making sure we utilize our resources to maximize the efficiency and effectiveness of our Service.

Job Description:

Facilitate IT operational task execution in response to business needs: works with NGS (NetApp Global Services) business partners to understand their needs and priorities, design, implement, and communicate solutions to address those priorities. Understands, and is in tune with NGS business partners on priorities and tradeoffs, driving IT towards solutions to incidents and problems that support those priorities. Provides guidance to the L2 support engineers on impact to the business of issues – priority, how to troubleshoot those issues, who should be involved in resolving incidents. Defines and reports metrics to measure the needs and priorities of our business partners in relation to IT support. Based on end-to-end NGS business process knowledge, recommends solutions/approaches to addressing gaps and issues with our NGS IT solution portfolio.

Main responsibilities for the Application Support NGS Level 2 Business Analyst:
- Focal point for Level 2 support engineers, including: business knowledge, incident prioritization, incident escalation.
- Consult with NGS business partners on impact of system changes and issues to their processes.
- Establish metrics and measures.
- Facilitate priority 1 NGS incidents: task management, resource identification, business communication.
- Facilitate business prioritization of NGS IT Operational/Support activities.
- Provide deep business and technical knowledge of system flows (application interfaces, business logic, end-to-end business process)in support of incident and problem resolution.
- Champion application changes needed by NGS IT team to improve call closure time and increase system stability, reducing the number of critical incidents for our key applications.
- Coach NGS IT Operations/Support (L2) team members on process improvements and issue resolution.
- Manage NGS IT L2 process improvement projects to optimize resource utilization, reduce risk, increase responsiveness, and reduce call resolution time.

Business Functional Knowledge:
- Collaborate with business users to define scalable and flexible processes that meet business needs.
- Design processes that can be implemented with minimal disruption to supporting systems, and that are cost effective.
- Anticipate the needs of stakeholders affected by process change.
- Ensure that proposed changes represent the best overall fit for the organization.

Support and Technical Sustaining Operations:
- Monitor implemented systems and processes to ensure high performance.
- Manage support requests to ensure timely and thorough resolution of issues.
- Engage with vendor service support groups to bring resolution to system performance or other processing issues.
- Serve as a resource to superusers for education on technical system functionality.

Project Management:
- Develop implementation and project plans.
- Monitor and drive resolution of issues.
- Document and communicate status updates to team members and Management.
- Estimate resource requirement and determine IT impacted groups.

Job Requirements:

- Minimum of 7 years of experience within IT.
- Well-developed leadership skills
- Demonstrable business, customer, service delivery, project management skills
- Meeting facilitation skills
- Analytical & conceptual skills
- Excellent communication skills in writing, presenting, informing and listening, team player, out-of-the-box thinker, ability to interact with senior executives
- Strong skills in Excel, SQL, UNIX, some business reporting tool (Cognos, Business Objects, etc.)
- Knowledge of NetApp Global Services processes –
Case/GSC/ASUP – including IBM, P1 Dashboard, NOW Customer view, etc.

Education and Experience

- Bachelor's (undergraduate) degree or Master's (graduate) degree in Computer Science, Electrical or Computer Engineering or relevant discipline
- Experience managing complex IT projects is a plus
- SAP experience (using Web UI, SAP GUI, etc. to trace issues) a big plus
- Broad applications technology experience and knowledge