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Senior Business Systems Analyst – Customer Support & Service

Location: San Diego, CA, USA

Notice

This position is no longer open.

Requisition Number: 202541

External Description:

The Senior Business Systems Analyst, reporting to the Director/Senior Manager of Customer Support & Services, will be accountable for delivering technology-enabled solutions in support of the Teradata customer service & support roadmap. Teradata is under-going transformational change of the organization, processes, and systems. We are about to take our customer support & service technology to a cloud platform, which will allow us to retire a great deal of legacy, home-grown applications. While some legacy applications will remain, the focus will be on the new cloud platform. We desire an experienced BSA to help drive us forward in the customer support & service space.

Essential Duties & Responsibilities

  • Responsible for requirements gathering, facilitation of business process discussions, solution design and documentation, application configuration, testing, and end-user support.
  • Provide direction and leadership in promoting and implementing best practice solutions for both business process and technology.
  • Partner with our managed service provider and vendors to proactively address problems and troubleshoot production issues.
  • Contribute to the delivery of recurring platform releases.
  • Provide customer support & service subject-matter expertise for projects spanning multiple business units and technologies.
  • Contribute to and assist in managing the roadmap for customer support & service technology enhancements.

Qualifications and Experience

  • Minimum of five (5) years of BSA experience supporting customer support & service technology (case management, knowledge management, etc.) in a complex, publicly-traded, global organization.
  • Hand-on experience with ServiceNow configuration in one or more of the following areas: IT Service Management (ITSM), IT Operations Management (ITOM), and Customer Service Management.
  • Hands-on experience with ServiceNow platform capabilities, including Service Portal, Service Catalog, Knowledge Base, Workflow, and Integration.
  • Success using agile principles to deliver great business outcomes through technology.
  • Demonstrated experience working with a managed service provider to partner on delivery.
  • Demonstrated experience with global teams.
  • Proven ability to continuously improve outcomes and processes.
  • Strong written, verbal, and listening communication skills: articulate and effective communicator and presenter, able to describe complex problems and solutions in understandable terms; ability to frame communications to a diverse set of stakeholders.
  • Effectively use data to make better decisions.
  • Ability to establish and manage priorities in a fast-paced environment.
  • Proven ability to execute swiftly without compromising quality.
  • Exhibits acute business acumen and understanding of organizational issues and challenges.

Education & Special Training

  • Bachelor’s degree in Computer Science (CS), Computer Information Systems (CIS), Management Information Systems (MIS), or equivalent, required.
  • Master's degree in CS, CIS, MIS, or related disciplines, or MBA, is preferred.

#LI-SK1

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Senior Business Systems Analyst – Customer Support & Service

Job Category: IT

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: San Diego, California US

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