Senior Business Process Analyst

  • SAIC, Inc
  • Augusta, GA, USA
  • Jun 09, 2021

Job Description

Description

SAIC is currently seeking a motivated, career and customer oriented individual to lead our team of Incident Managers supporting the AF Enterprise IT as a Service program in Augusta, GA.

Job duties to include:

  • Lead troubleshooting coordination on high priority incidents to drive issues to fastest possible resolution
  • Be accountable for successful Incident Management
  • Collaborate with vendors/suppliers (i.e. helpdesk and L3/L4 Support) for integration of services, process and systems
  • Ensure that the day to day technical operations meet SLA’s and issues are proactively addressed.
  • Work closely with peers across IT Operations to provide world class services to our clients
  • Ensure all incidents are progressing and driving to resolution.
  • Demonstrate depth of technical acumen, communication skills and an understanding of both business and IT priorities
  • Understand the technical landscape of the environment and be able to define direction based on sound technical knowledge.
  • Identify trends and issues and drive them to resolution.
  • Clearly communicate with internal business owners and external partners
  • Lead/participate in technical bridge calls

Qualifications

  • Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience.
  • Security+CE Certification 
  • Excellent oral and written skills, with an ability to understand and predict customer behavior and response to communication
  • Outstanding organizational skills
  • Skilled practitioner of Microsoft Office, specifically Excel and Outlook
  • Understanding of network infrastructure concepts, computer operating systems.
  • Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
  • Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
  • Possess proficient analytical, problem solving and decision making skills
  • Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns

 

Desired Education/Certifications:

  • ITIL V4 certified