Business Systems Analyst I

Job Information

This position will work as a Systems Analyst with our Cloud Infrastructure Operations team focusing on being the primary Level 2 Support contact for DevSecOps Tools (Atlassian, GitHub Figma, LucidCharts, etc. used across Doosan Bobcat.

The candidate must also have thorough knowledge of business functions and extensive understanding of business operations, strategies, and objectives.  

Role & Responsibility

• Maintain, prioritize, and work through a backlog with a technical team
• Work with the business product manager to help create, prioritize, and refine needed features
• Design and document troubleshooting procedures. Enhance existing procedures as part of continuous improvement
• Support creation of the support and incident response plan when new products or functionality is being launched
• Maintain constant communication between service desk and business stakeholders. Explain complex technical problems in business-friendly language
• Manage and support design of monitoring and alerting solutions which can detect system disruptions before there is a substantial user impact
• Develop and maintain a network of technical and business experts who can assist with incident and problem response
• Lead resolution of complex incidents and problems by partnering with other product owners, business stakeholders and delivery teams to create joint understanding of the issue, shape the external messaging, identify root cause and facilitate alignment to the most effective resolution
• Perform user and license audits across the various tooling that the team supports
• Assist in Office Hours to assist with working through complex requests and training

Job Requirement

• Bachelors Degree in Information Technology, Management Information Systems or other Computer Science Degree

• 2-5 years of technical Business Analyst experience
• Strong critical thinking and problem-solving skills
• Good listening skills. Able to interact professionally with a diverse group including subject matter experts, end users, team members, managers, and executives
• Good verbal and written communication skills.
• Excellent Documentation Practices regarding technical to functional translation as well as training material (e.g. – Microsoft Office Suite, Atlassian Confluence)
• Experience with best practices around incident management, problem management, IT system monitoring and operations
• Ability to work under pressure to resolve time sensitive issues.
• Ability to build relationships at all levels within the organization
• Ability to work with teams that are not co-located
• Agile Scrum master or Product Owner certification (or willingness to get certified)
• Support a team environment that is open, non-judgmental, and trustworthy, while emphasizing problem solving

PREFERRED EXPERIENCE:

• Experience working on Scrum and Kanban teams
• Experience with Service technology, Mobile apps, IoT systems
• Experience with transactional systems (e.g. subscription management, ERP)
• Experience with API testing
• Experience with ticket management and documentation suites (i.e. Jira and Confluence)
• Preferred experience working with SAFe Agile methodology
• SQL development experience helpful

• 2>5 years experience
• Travel 10-24%