IT Business Consultant

Windstream (NASDAQ: WIN), a Fortune 500 company, is a leading nationwide provider of advanced network communications. We offer a range of enterprise-class data, voice, network and cloud services to help keep your business in a perpetual state of winning.

The IT Business Analyst supports the business and operational needs of the Support Desk organization. By analyzing data, processes and workflows, the IT Business Analyst will assess key performance indicators for the department and identify opportunities for improvement and efficiency. Business Analysts may also participate in the development and execution of strategic initiatives and will work closely with members of the management team and their subordinates.

* Evaluates operational performance by gathering, reviewing, and analyzing data relative to defined service and operational levels. Provides input to variance explanations. * Identifies trends and/or unusual data anomalies and provides supporting documentation * Prepares technical reports by collecting, analyzing, and summarizing information and trends and conducts monthly Business Review for Management team * Collects and interprets data from various sources and compiles data toward the completion of monthly scorecards * Determines operational improvement opportunities by reviewing business functions and workflow; gathering information and evaluating outputs * Develops documents and maintains Standard Operating Procedures and other best practices for team * May conduct regular quality audits of call/ticket data against Standard Operating Procedures. Reports defects and instances of non-compliance to Management. * Prepares business impact for proposed or scheduled projects, integrations, or system rollouts that may affect the Support Desk. * Participates in scheduled kickoff and update meetings for projects involving or related to the Support Desk; works cross-functionally to represent the department * May define project requirements by identifying project milestones, phases and tasks. Is often a key contributor on other projects. * Monitors project progress by tracking activity; resolving issues; recommending actions or alternatives; and providing status reports for assigned projects

* Ability to work in a process-oriented and metric driven environment * Strong analytical skills with ability to conduct extensive analysis of business processes and workflow * Proficient in data analysis and use of MS Excel and MS Office Suite; comfortable working with large data sets * Strong knowledge of IT Infrastructure, Help & Support Desk and Application Support concepts and tools * Keen attention to detail and accuracy * Business acumen * Strong interpersonal and communication skills * Strong time management skills and capability to manage multiple projects or priorities with limited instruction or oversight * Demonstrate a high standard for excellence **Qualifications** * College degree in a Technical or related field and 3-5 years professional level experience with 0-1 year supervisory experience for roles with supervision; or 7+ years professional level related Technical experience with 0-1 year supervisory experience for roles with supervision; or an equivalent combination of education and professional level related Technical experience required.