3856 Business Analyst

• Service Level Agreement`
• Key Performance Indicator
• Business Analyst

Duties & Role:

• Track, analyze, and report SLA and KPI performance across customers and services.
• Identify service risks, trends, breaches, and improvement opportunities through regular reporting.
• Work closely with account managers to support customer reviews, renewals, and commercial discussions.
• Validate billing data to ensure invoicing reflects the correct number of managed devices, services, and contract scope.
• Maintain accurate service inventories, commercial records, and contract-related data.
• Coordinate with partners to secure best pricing, discounts, rebates, and commercial terms.
• Support procurement, renewals, and partner compliance requirements.
• Build dashboards and reports for leadership covering performance, revenue, margin, and operational trends.
• Support forecasting, budgeting, and business planning activities.
• Drive process improvements to increase efficiency, reporting accuracy, and commercial governance.
• Act as key liaison between operations, finance, sales, account management, and external partners.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Master's degree in Economics, Finance or Engineering.
• 5+ years of experience as a Business Analyst, or similar commercial/operations role.
• Strong experience tracking and reporting SLA / KPI performance across managed services environments.
• Proven experience working with account managers, customers, and internal stakeholders.
• Strong understanding of billing validation, invoicing controls, asset counts, and revenue assurance.
• Experience managing customer service, vendor and partner relationships, including commercial reviews and renewals.
• Strong analytical skills using Excel, Power BI, or similar reporting tools.
• Experience with CRM such as ServiceNow, Salesforce, SAP, or similar.
• Experience with international projects is a plus.
• Excellent time management, vendor management, and negotiation skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• Certifications (at least 2 from the following): ITILv4, Prince2 Foundations, ServiceNow, Time Management, PowerBI, Vendor Management, MSP, Scrum,