Business Systems Analyst in Santa Ana, CA at Volt

Date Posted: 9/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    Santa Ana, CA
  • Duration:
    24 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt is currently seeking a highly qualified Business Analyst to join one of our clients in Santa Ana, CA. Our client offers exciting opportunities as a premier technology integrator in the technical, engineering, intelligence, and enterprise information technology markets.

This position will enhance the client experience by managing the service delivery performance of services to our clients and ensure that optimum performance is achieved. The Business Analyst works closely with various departments and Client account stakeholders to ensure consistent quality service delivery and to identify and facilitate remediation of service quality issues as they arise. The Business Analyst coordinates activities with the various matrixed functional leaders.

Job Summary:

  • Ensure smooth service delivery in line with contractual commitments being the interface between customer and Tower SDM’s. This includes, but is not limited to technical backlog reviews, customer service requests, etc.
  • Support the organization in delivering Service, Strategy and Vision.
  • Collaborate with other Service Delivery Managers to develop processes, standards and procedures for the Managed Services team consistent with department strategy and vision.
  • Support the process owners and ensure process functionality and service delivery.
  • Maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
  • Mitigate the impact of service failures and improve quality Standard Operating Procedures.
  • Form strong relationships with the stakeholders building an understanding of requirements and business drivers.
  • Establish and maintain strong personal relationships gaining trust and respect with the customer base in the assigned service area with the goal of meeting contractual commitments.
  • Determine appropriateness of escalations and ensure service delivery of all issues from managed service clients by enforcing escalation and ticket handling processes.
  • Prepare status and system health reports for Managed Service clients by working with differing internal and external teams.
  • Attend regular customer service meetings delivering service reports in line with contractual obligations with key customers.
  • Acting as the liaison between our team and the client
  • Assisting with the oversight of all resources and support organizations required to deliver the solution

Experience and Educational Requirements:

  • Bachelor degree required
  • ITIL® V3 Foundation Level or higher certification
  • 9 years of relevant work experience required
  • 5 years of ITIL Service Delivery experience required
  • Minimum 3 year of Operations experience in a 24x7x365 environment required
  • Demonstrates excellent interpersonal communications and complex problem solving, advanced written and verbal communications skills including the ability to develop presentations and present to senior management
  • Conceptual knowledge for all areas of IT Infrastructure components (server, storage, network, data, cloud, EUC, applications, security hardware and software interconnection and interfacing, such as routers, switches, firewalls and gateways)
  • Detailed working knowledge of a very broad range of IT systems
  • Ability to quickly establish credibility and excitement with key customer personnel, as well as work collaboratively and in a hands-on manner with technical professionals
  • Experience in a Service Delivery function, including solid experience in dealing with customers and technical teams
  • Experience working for an established managed or cloud services provider (MSP/CSP)
  • Demonstrated excellent interpersonal communications and complex problem solving
  • Strong process orientation, problem solving & troubleshooting skills and a firm commitment to quality.


  • Analytical and problem solving skills
  • Exhibiting professionalism and diplomacy
  • Energetic, forward-thinking, and creative
  • Strong interpersonal, communication and presentation skills
  • Strong understanding of Cisco Unified Communications Architect, Engineering
  • Extensive experience of customer and supplier relationships
  • Experience in enterprise applications, solutions and data center infrastructures
  • Ability to develop and execute multiple priorities and approaches to meet objectives

This is a contingent/temporary position offered through Volt Workforce Solutions. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path.

To learn more about Volt, please visit: and to see more of our job postings, please visit:

Volt is an Equal Opportunity Employer.