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Job ID: JR0005574
Job Category: Information Technology
Primary Location: Plano, TX US
Other Locations:
Job Type: Experienced Hire

Business Process Analyst - QoS

Job Description

Intel Security has amazing opportunities ahead!  In the next several months, we anticipate transitioning to a stand-alone company.  This will help to position us as one of the largest pure-play cybersecurity companies in the world.  During this transition, we will continue to have a bold vision to achieve, which we can’t achieve without talented people. 

Intel Security develop and maintain products that IT delivers directly to customers. While the focus of the Senior Business Analyst role is client engagement, the role also understands and works with the build and delivery organization to ensure alignment between Intel Security groups demand and IT supply capabilities. The Senior Business Analyst will understand and represent the entire product delivery cycle to both IT and Intel Security.

 

PRIMARY RESPONSIBILITY:

Major responsibilities:

Aligns with Intel Security segments to drive Quality Of Service program, and identify Continual Service Improvement opportunity pro-actively. Own a centralized dashboard delivering key KPI's to our Business units.

Co-owner of our Quality of Service program: The Quality of Service program is foundational in understanding and enhancing our Customers experience, you will be responsible for co-leading the program and also understanding how we can automate and scale the program to additional business units, general responsibilities will be:

  • Directly interact with the technical teams and business managers.
  • Work closely with the IT Operations, Engineering Operations to understand issues a log them into a central location
  • Maintain / categorize issues list
    • Categorization of incidents
    • Calculate availability
    • Product weekly Quality of Service reports
    • Track incident trends to highlight potential improvement opportunities

Owner of centralized dashboard delivery:  This is a new function, where we will be looking for the Senior Business Analyst to:

  • Understand the key metrics the business would like to track:
    • Examples, availability, capacity, escalations… etc.…
  • Determine a process to collate metrics from the business or IT technical teams
  • Collate information into a meaningful metrics dashboard to enable a view into the overall health of each segment with Intel Security
  • Goal would be a monthly dashboard being produced
  • Some information will be presented to team Strategic Partners to enable them to present to their customers, while the Senior Business Analyst will be responsible for their view into certain Intel Security segments

Business Analyst Function Supporting SBP’s

As assigned by the SBP assist in the following:

  • Business requirements documentation, and analysis
  • Assist SPM Director(s) as needed with the upkeep of the roadmap Project Lifecycle Framework (PLF)
  • Assist SPM Director(s) in building materials for monthly and quarterly review meetings
  • Assist SPM Director(s) as needed for Customer escalations support – specifically understand the escalation and assist in driving to closure

RESPONSIBILITIES: 

Build, develop, and grow any business relationships vital to the success the business 

Delegate tasks and responsibilities to appropriate personnel in the service ingestion process 

Perform Business Analysis and Business modeling around product delivery strategy; articulate resulting requirements at both the business and IT levels 

Ensure that the business views IT as a Strategic Business Partner through value-added services 

Realize and remediate service issues between IT and business, including IT representation to Product Managers, Partner Managers, and Partners 

Assist in delivering the six core services of the SBP Team 

o Business Opportunities & Roadmaps 

o Quality Of Service 

o Continual Service Improvement 

o Service Transition 

o Partner Alliance 

o Business Partnership 


Qualifications

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.

SKILLS REQUIRED:
5+ years direct work experience Complex Business Environments centered around product development and delivery 
5+ years Business Process analysis and modeling 
5+ years development of processes, services, and standards 
Strong familiarity with Program and Project Management, BU and IT centric 
Strong knowledge of IT and product delivery capabilities 
Demonstrated experience in project management for cross-functional teams 

General Management Skills 

Interpersonal Skills 
Ability to build and maintain close relationships in a globally diverse large organization 
Enforces standards/process as required, yet applies flexibility as appropriate 
Has good interpersonal communication, presentation, negotiation, and conflict management skills 
Ability to engage and influence Executive Leadership is preferred 

EDUCATION: Bachelor's degree or equivalent combination of education and experience is required. ITIL Foundations certification and or Six Sigma Black Belt desired. 

KNOWLEDGE: Uses skills as a seasoned, experienced professional with a full understanding of industry best practices; resolves a wide range of issues in imaginative as well as practical ways. 

JOB COMPLEXITY: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment and logic in selecting methods and techniques for obtaining solutions. Interacts with senior / executive internal and external personnel. 

EXPERIENCE: Requires a minimum of 5 years of direct work experience in complex work environments centered around product development and delivery

Inside this Business Group

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.


Posting Statement. Intel prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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