Ba Ii, Infra Stblty

**Job Purpose (Job Summary)**:To provide business analyst capabilities to the Invesco Service Management (ISM) Office, by analyzing business needs for efficient and cost-effective systems and/or business processes and to facilitate the design, testing and implementation of systems and processes in accordance with company methodology and ISM Office requirements. Business analyst will report to the ISM Manager and interface directly with Process Owners, Business Analysts and Developers addressing and solving complex customer issues.

**Key Responsibilities / Duties**:

- Gather and analyze information on existing business processes in order to make recommendations that seek to improve business systems and processes.
- Analyze and document user requirements for enhancements to business processes and reporting. May involve investigation of third party vendors, procedures or systems.
- Produce clear and unambiguous documentation to detailed proposed solutions/recommendations.
- Lead reviews of requirements and designs with relevant stakeholders to obtain agreement and sign off of proposals.
- Participate in creating estimates of cost and effort along with implementation plans to enable timely implementation of process or report enhancements.
- Work as part of a project team, reporting progress and escalating issues to management as appropriate.
- Escalate issues in a timely manner as appropriate to ensure successful completion of process and report enhancements.
- Take ownership and responsibility for appropriately sized process improvements and assignments.
- Adhere to standards set by the ISM standard policies, procedures and practices.
- Provides Customer Support (50%)
- Acts as IT single point of contact to engage resources and facilitate new or enhanced service requests.
- Provides input back to the appropriate service owner(s) regarding service improvement and feature requests made by customers.
- Communicates with and assures key stakeholders are informed throughout all service outages that significantly impact business operations.
- Facilitates meetings with ITS resources and customers to collaborate on key business requirements, goals, and objectives.
- Brokers the appropriate resources to participate in common or enterprise-wide initiatives.
- Interacts with customers to solicit and analyze business needs and review project requests.
- Contributes to Process Management and Improvements (40%)
- Supports process owners and managers with process execution, management, and improvements.
- Interacts with incident manager to facilitate resolution of complex, critical, or aged incidents.
- Assists and provides backup to one or more process manager roles.
- Coordinates and supports IT governance process through reporting and participating in committee meetings.
- Supports Technology Key Initiatives (10%)
- Interacts with service owners to establish and launch new services and to expand ITS offerings across the enterprise.
- Facilitates meetings with business units to discuss and evaluate major technology investments and support levels.

**FSA Training and Competence (**UK** Only)**:
Approved Person?

No

Covered by FSA Training and Competence?

No

**Working Conditions**:

- Normal office environment with little exposure to noise, dust and temperatures.
- The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.
- Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.
- Hours may include evenings and/or weekends
- Willingness to travel both domestically and internationally. Frequency and duration to be determined by manager.

**Work Experience / Knowledge**:

- Minimum of 1 year proven experience developing the skills required for the business analyst role
- This will include carrying out business process reviews and/ or production of business requirements
- Experience with ServiceNow tool.
- Experience creating detailed cost / benefit analysis
- Able to demonstrate knowledge and use of structured business analysis techniques
- Experience analyzing business or technical problems and proposing and implementing solutions
- IT literate with good knowledge of the Microsoft suite of products, including Project and Office
- Knowledge of process documentation and testing tools
- Broad knowledge of systems and business processes in use for the relevant business areas

**Skills / Other Personal Attributes Required**:

- Excellent verbal and written skills (to include process flowcharting and formal business solutions documents)
- Able to work in a global, multicultural environment
- Able to influence and build relationships at all levels of staff
- Must demonstrate a strong customer focused attitude and understand the fundamentals of customer service
- Excellent analytical and problem solving skills
- Ability to manage conflict well
- Structured, disciplined approach to work, with attention to detail
- Good inter-personal skills comb