3856 Business Analyst
Skills
About the role
Service Level Agreement`
Key Performance Indicator
Business Analyst
Duties & Role:
Track, analyze, and report SLA and KPI performance across customers and services.
Identify service risks, trends, breaches, and improvement opportunities through regular reporting.
Work closely with account managers to support customer reviews, renewals, and commercial discussions.
Validate billing data to ensure invoicing reflects the correct number of managed devices, services, and contract scope.
Maintain accurate service inventories, commercial records, and contract-related data.
Coordinate with partners to secure best pricing, discounts, rebates, and commercial terms.
Support procurement, renewals, and partner compliance requirements.
Build dashboards and reports for leadership covering performance, revenue, margin, and operational trends.
Support forecasting, budgeting, and business planning activities.
Drive process improvements to increase efficiency, reporting accuracy, and commercial governance.
Act as key liaison between operations, finance, sales, account management, and external partners.
Requirements
Skill, Knowledge & Experience:
The candidate must have a currently active NATO SECRET security clearance
Master's degree in Economics, Finance or Engineering.
5+ years of experience as a Business Analyst, or similar commercial/operations role.
Strong experience tracking and reporting SLA / KPI performance across managed services environments.
Proven experience working with account managers, customers, and internal stakeholders.
Strong understanding of billing validation, invoicing controls, asset counts, and revenue assurance.
Experience managing customer service, vendor and partner relationships, including commercial reviews and renewals.
Strong analytical skills using Excel, Power BI, or similar reporting tools.
Experience with CRM such as ServiceNow, Salesforce, SAP, or similar.
Experience with international projects is a plus.
Excellent time management, vendor management, and negotiation skills.
Ability to manage multiple priorities and work independently in a fast-paced environment.
Certifications (at least 2 from the following): ITILv4, Prince2 Foundations, ServiceNow, Time Management, PowerBI, Vendor Management, MSP, Scrum,
Questions about this role
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