Job Title: Business Analyst
Job Location: San Francisco, CAGENERAL SUMMARY:Support and implement network/telephony hardware/software deployments for North America-based stores remotely while managing onsite technicians.
ESSENTIAL DUTIES & RESPONSIBILITIES:- Point of Contact (POC) for North American Network/Telephony Store Activity (Construction/Deployment/Break-Fix).
- Proactively coordinate with construction resources for implementation of store networking and telephony.
- Configure network and telephony hardware across U.S. and Canada markets.
- Order network and telephony circuits to meet deadlines and coordinate implementation.
- Research, diagnose, resolve, or escalate technical and procedural networking issues.
- Address service level escalations and escalate unresolved issues per guidelines.
- Utilize available resources for prompt resolutions.
- Develop relationships with key business partners across departments within responsibility areas.
- Effectively identify, communicate, and mitigate risks to meet deadlines.
- Vendor Management
- Utilize shipping and receiving processes for warehouse activity.
- Address service level escalations as required and drive resolution.
- Establish and maintain effective communication with multiple vendors.
- Engage in network escalations and troubleshooting with vendors.
- Reporting and Miscellaneous Projects
- Update and maintain inventory/reporting management tools including Excel, Power BI, Smartsheet, and others.
- Summarize complex environments with multiple moving parts and dependencies.
- Track project status and actively report updates to leadership.
- Provide weekly status summary reports for network-related activities and changes.
ORGANIZATION RELATIONSHIPS:Interface with all levels of IT, store personnel, operations, corporate architecture and construction teams, and other IT and non-IT groups.
REQUIRED QUALIFICATIONS:- Knowledge, Skills & Abilities:
- Excellent verbal and written communication skills.
- Strong analytical problem-solving skills and resourcefulness.
- Self-motivated with the ability to work independently.
- Proficiency with Smartsheet, ServiceNow, and Microsoft Office applications.
- Ability to act quickly and professionally while managing multiple priorities.
- Comfortable dealing with ambiguity and adapting to change.
- Ability to learn technical and procedural retail store environments.
- Growth mindset.
- Minimum Educational Level:
- BA/BS degree or equivalent work experience preferred.
- Experience:
- At least 4 years of previous IT experience preferred.
- At least 2 years of networking experience preferred, including routers, switches, LAN/WAN, IP, and Zoom telephony systems.
- Previous project management or coordination experience preferred.
- Field support or retail industry experience desirable.
