Managed Services Business Analyst

POSITION SUMMARY

The Managed Services Business Analyst is responsible for optimizing daily managed services operations by improving performance, efficiency, and compliance with industry standards. This role combines technical knowledge with core business analysis skills, including data reporting, process evaluation, and requirements gathering, to enhance service delivery. The ideal candidate understands how to use data insights and business analysis methods to drive continuous improvement in a managed services environment.

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

• Track and analyze managed services performance metrics and identify trends to support business decisions.
• Identify inefficiencies, gather requirements, and collaborate with teams to design and implement improved processes.
• Produce regular performance reports and use data insights to recommend operational and business improvements.
• Ensure processes follow industry standards, healthcare compliance requirements, and recommended best practices.
• Work with IT teams, managed services staff, and stakeholders to clarify needs, support solutions, and resolve escalated issues.
• Lead initiatives that enhance service quality, efficiency, and overall business outcomes.
• Create and update process documentation, workflows, and knowledge base materials to support clarity and consistency.

• Demonstrate regular and reliable attendance
• Availability to work flexible hours, including evenings and weekends, as needed
• Perform other duties as assigned
• Regular overnight travel (up to 30%) by land and/or air
• Confidentiality
  • Access to and/or work with sensitive and/or confidential information
• HIPAA
  • Exhibit a basic understanding of healthcare regulation and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices

• A bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Healthcare IT, or a related field is often preferred

• 3-5 years of experience in IT service management, managed services operations, or a related field

• Familiarity with performance monitoring, reporting, and process optimization in a managed services environment
• Strong communication and interpersonal skills, with the ability to collaborate across departments and levels of an organization
• Ability to analyze complex data and translate insights into actionable strategies for operational improvement
• Creative problem-solving abilities and attention to detail
• Highly organized with strong problem-solving and decision-making abilities