Business Analyst 2

Join a global technology leader at the forefront of innovation, shaping the future of digital experiences and cloud services. As a valued partner with Aquent, you'll contribute to groundbreaking initiatives that impact millions worldwide, driving the technological advancements that define our digital landscape.

Are you a detail-oriented problem-solver with a knack for organization and a passion for operational excellence? We are seeking a dynamic individual to join a pivotal team, acting as the crucial 'front door' for critical infrastructure capacity requests. This is an unparalleled opportunity to make a tangible impact on the efficiency and responsiveness of a vast technological ecosystem. Your meticulous work will ensure the seamless flow of operations, directly enabling strategic resource allocation and empowering technical leads to focus on complex, high-impact challenges. This role is essential for maintaining the operational heartbeat of our global infrastructure, directly contributing to the delivery of cutting-edge services and products.

What You'll Do

• Triage and expertly manage a high volume of incoming requests within a case tracking system, ensuring every detail is accurate and complete.
• Efficiently route requests to the appropriate owners and resolve routine cases using established, documented procedures.
• Perform meticulous data validation, including comprehensive checks of IDs, SKUs, regions, and core counts, proactively identifying and addressing discrepancies.
• Leverage advanced spreadsheet skills for precise budget tracking, thorough data reconciliation, and generating insightful weekly metrics.
• Craft clear, concise, and impactful written communications for follow-up requests and escalation summaries, ensuring effective information flow.
• Adhere strictly to operational procedures and exercise sound judgment in escalating complex issues to the appropriate personnel, maintaining operational integrity.
• Coordinate effectively with diverse internal teams, meticulously tracking action items through to successful closure, ensuring project momentum.
• Provide essential operations support, with a key focus on infrastructure capacity, while rigorously adhering to established policies and guidelines.

Must-Have Qualifications

• Associate or bachelor's degree in business management, economics, finance, accounting, or a relevant field.
• 2-4 years of experience in operations coordination, service desk, case management, or a similar queue-based role.
• Proficiency with ticketing/case management systems such as Azure DevOps, ServiceNow, JIRA, or similar industry-standard platforms.
• Advanced Microsoft Excel skills, including expertise in lookups, pivot tables, and data reconciliation.
• Familiarity with fundamental cloud infrastructure concepts.

Nice-to-Have Qualifications

• Demonstrated strong analytical and logical approach to problem-solving.
• Proven critical thinking and pattern recognition abilities.
• Ability to operate with a high degree of independence and initiative.
• Relevant help desk experience.
• Exceptional written communication skills for clear, concise, and effective interactions.
• Strong process adherence and sound judgment for knowing precisely when to escalate issues.
• Experience with stakeholder coordination and adeptly managing action items across teams.