Senior Business Analyst – Global End User Support Group
Hybrid New York highly preferred
As a Senior Business Analyst within the Global End User Support group, you will play a key role in enhancing the end-user technology experience across the global enterprise. This position involves close collaboration with business stakeholders, IT teams, and end users to drive improvements in service delivery, identify opportunities for innovation, and ensure optimal performance of critical workplace technologies.
Your focus will include supporting and maximizing the value of tools like AI Copilot, Microsoft Dynamics, and Endpoint Management Services, along with other core productivity and collaboration platforms. The ideal candidate combines a user-centric mindset with strong technical acumen, excellent communication skills, and a proactive approach to problem-solving.
Key Responsibilities:
User Support and Technology Optimization
- Serve as a liaison between business users and IT to resolve technical issues related to laptops, collaboration tools, Dynamics CRM, and AI-powered tools such as Copilot.
- Analyze trends in support requests to identify recurring issues and propose technology or training solutions.
- Assist in defining and implementing policies for device lifecycle management, including provisioning, updates, and replacements.
- Partner with engineering teams to optimize endpoint performance and enhance the overall laptop user experience.
Technology Adoption and AI Enablement
- Support the rollout and adoption of AI Copilot across Microsoft 365 and other integrated platforms.
- Work with business units to identify high-value use cases for AI productivity tools and track ROI and adoption metrics.
- Train and support users on emerging tools, helping them integrate AI-powered capabilities into their daily workflows.
Business Analysis and Continuous Improvement
- Collect and document business requirements related to support processes, service improvements, and technology enhancements.
- Identify automation opportunities and efficiency gains through enhanced use of tools like Microsoft Dynamics and ServiceNow.
- Conduct gap analyses and propose improvements to processes involving CRM, communication tools, and device management.
Project and Change Management Support
- Contribute to cross-functional technology projects, including enhancements to MS Dynamics, endpoint device standardization, and AI tool deployments.
- Draft user stories and collaborate with developers and QA teams to ensure functionality meets business needs.
- Support UAT planning and execution, helping ensure user readiness and successful change adoption.
Training and Communication
- Develop and deliver user-friendly guides, training materials, and communication plans related to new features and tools.
- Promote awareness of best practices for using laptops, collaboration platforms, and AI solutions effectively and securely.
Time Allocation (Estimated):
- Requirements Gathering & Process Analysis (30%)
Document and analyze current processes, recommend improvements, and support end user technology solutions.
- Technology Improvement & AI Adoption (25%)
Lead efforts to optimize the use of AI Copilot and maximize productivity through technology innovation.
- Training & Communications (20%)
Educate users on new technologies, features, and support processes, including AI tool capabilities and CRM changes.
- Request Management (15%)
Triage and resolve end-user technology issues, with a focus on laptop devices, MS Dynamics, and collaboration platforms.
- Reporting & Service Metrics (10%)
Monitor service performance, generate reports, and provide insights for data-driven decision-making.
Qualifications:
- Bachelor’s Degree in Information Systems, Computer Science, Business Administration, or related field preferred
- Minimum of 6 years of relevant experience, including 5 years in IT support, business analysis, or end-user technology roles
- Experience supporting Microsoft Dynamics, Copilot for Microsoft 365, and enterprise laptop fleet management
- Background in financial services, consulting, or other professional services preferred
- Experience in Agile/Scrum environments a plus
Competencies & Attributes:
- Strong communication and interpersonal skills; ability to interface effectively with users and technical teams
- Ability to document and translate user needs into actionable requirements
- Curious, tech-savvy mindset with a passion for improving user experience
- Comfortable supporting fast-paced, global teams and navigating change management
- Proficient in tools such as Microsoft Teams, Outlook, Excel, Power Automate, and SharePoint
- Knowledge of endpoint security, device encryption, and patching practices a plus
Experience supporting or training users on emerging AI productivity tools strongly preferred
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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