Senior Business Analyst - IT

Job Description

General Purpose

• We are seeking a Senior Business Analyst – BOH Systems to support our back of house Oracle suite and purchasing system. In addition, you will also partner with Level 1 support teams, HRIS Team, software development, Cyber Security, Infrastructure, and product managers.

Nature & Scope

Essential Duties & Tasks

• Provide technical and business support for users of the application. This includes providing quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to help the department and overall business succeed.
• Maintain production environments with the highest levels of observability, resiliency, and recoverability.
• Perform controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through resolution.
• Ensure Incident & Problem management procedures are diligently followed.
• Ability to handle incidents, problems, and change. Calm and analytical when faced with major incidents on critical systems.
• Implement and drive automation focused on productivity improvements.
• Exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
• Assess risk and impact of production issues, escalating to the business and vendor in a timely manner.

Management & Department Responsibilities

• 5+ years of support experience is essential, preferably with Oracle products.
• Ability to work under pressure and handle multiple tasks.
• Support team members in performing work that meets the brand standards.
• Create and implement policies, procedures, guidelines, and manuals.
• Ensure effective two-way and multicultural communications.
• Adhere to Company policies and procedures and comply with the Code of Conduct.

Education

• Bachelor’s degree required in computer science, information technology, or related field.
• Minimum age 21.

Experience

• 5 years of application support experience.
• Integration with other systems preferred.

Skills / Knowledge

• Experience with Oracle Cloud HCM & ERP Software Modules Mandatory.
• Experience with cloud-based computing.
• Experience with Birchstreet Purchasing System Preferred.
• Experience with ServiceNow.
• Solid English language knowledge.

Work Conditions

This is an office-based position with regular working hours.