Business Analyst 2

Partner with Aquent to join a global technology leader at the forefront of innovation, shaping the future of digital experiences and cloud services. In this dynamic role, you will act as the crucial "front door" for critical infrastructure capacity requests, making a tangible, daily 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 deliver cutting-edge services and products to millions of users worldwide.

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.