Stanford University IT Mobile Device & Paging Services team in Client Experience and Solutions (CXS) is seeking an IT Business Analyst to join our team. We support Stanford University, Stanford Health Care, and Stanford Children’s Hospital communities by delivering mobile communication services, operational support, device lifecycle management, and customer service excellence.
Under general supervision, provide technical and operational support for Stanford's mobile device services program. Serve as a primary point of contact for mobile-related requests, escalations, vendor coordination, service delivery, and operational process improvement. Support mobile device operations, order fulfillment, billing inquiries, device provisioning, and customer support while helping drive service excellence and operational efficiency across the organization.
Approved budgeted annual salary not to exceed: $100,907.34
PREFERRED QUALIFICATIONS:
- Experience supporting enterprise mobility programs.
- Experience working with wireless carriers and telecommunications vendors.
- Knowledge of mobile device management (MDM) platforms and mobile lifecycle management.
- Experience with operational reporting, process improvement, and service delivery metrics.
Core Duties:
Analyze and document user needs, existing and new policies, processes, procedures and operational methods to consider possible improvements to new and existing systems.
Utilize elicitation techniques to understand business processes and translate into system requirements and/or development of systems solutions.
Define and document business requirements and test cases for system developments. May include the writing of all or a portion of functional specifications.
Coordinate with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls.
Problem solve in areas such as system design, input/output requirements and procedural flow between departments and/or business systems.
Perform testing of new systems, upgrades and patching of existing systems; may include developing test plans. Conduct and document results of testing.
May develop instructional materials, training and job aids.
Minimum Education and Experience:
Bachelor's degree and three years relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
Knowledge of computer system capabilities, business processes and workflow.
Understanding of the software development life cycle.
Experience with enterprise applications and understanding of database driven applications.
Skill in conducting interviews.
Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs.
Listening, negotiation and conflict resolution skills.
Ability to maintain good customer relations with clients and external vendors and partners.