Business Analyst - San Francisco , California

Job Description

Onward Search is actively looking for a Business Analyst Lead with retail experience. This role will be responsible for service delivery across the suite of services Operations supports, being a customer advocate and the intermediary between the two groups.


Duties and Responsibilities:

• Manages support exceptions/escalations and where appropriate, creates new or refines existing business processes.
• Possesses knowledge to plan and manage service deliveries for standard and customized IT solutions and processes to satisfy customer and business requirements.
• Able to create and modify procedures to solve complex problems for which no existing policies or processes exists.
• Monitors service performance to SLAs and ensures organizational and leadership visibility of SLA performance and problem areas.
• Regularly interacts with business/customers to understand, meet and exceed service requirements.
• Able to negotiate and persuade other groups on diverse perspectives to gain cooperation and achieve customer objectives.
• Is seen as a subject matter expert within functional area and acts as a role model/ mentor to technical and team management issues.
• Excellent interpersonal skills such as negotiation, collaboration, pitching in where needed, and respecting individuals at all levels.
• Provides and improves relationship and communication with business teams.
• Demonstrates creative thinking innovative approaches using multiple technologies