Senior Business Analyst - IT Infrastructure & Configuration Management

Overview: We are seeking a highly skilled and motivated Senior Business Analyst with a strong background in IT infrastructure and configuration management within the enterprise. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while effectively using our products and services. This role combines technical expertise with exceptional customer relationship management to ensure customer satisfaction, retention, and growth. Responsibilities: Customer Relationship Management:

• Serve as the primary point of contact for assigned customers, building strong, long-lasting relationships.
• Understand customers' business objectives, IT environments, and infrastructure needs.
• Develop and execute customer success plans, ensuring customers achieve their desired outcomes with our products and services.
• Proactively identify opportunities for customers to use our solutions more effectively, providing recommendations and best practices.

Customer Advocacy:

• Act as the voice of the customer within the company, advocating for their needs and feedback to drive product improvements and innovation.
• Collaborate with product and engineering teams to ensure customer needs are met and to provide input on new features, integrations and product roadmaps.

Technical Support and Guidance:

• Provide guidance on IT infrastructure, including network architecture, server management, storage solutions, and cloud computing.
• Assist customers with configuration management, including the setup, deployment, and maintenance of software and hardware configurations.
• Collaborate with customers to troubleshoot and resolve technical issues related to infrastructure and configuration management.
• Ensure customers are following best practices for IT infrastructure management and security.
• Conduct training sessions to educate customers on the effective use of our solutions, focusing on IT infrastructure and configuration management features.

Metrics and Reporting:

• Monitor and analyse customer usage and satisfaction metrics to identify trends, risks, and opportunities.
• Provide regular reports on customer health, usage, and success to internal stakeholders.
• Work to continuously improve customer retention and growth rates by addressing any concerns proactively.

Qualifications: Required Skills/Experience:

• Strong experience in a customer-facing role
• Strong experience in IT infrastructure management, including networks, servers, storage, and cloud environments.
• Hands-on experience with configuration management tools such as Ansible, Puppet, Chef, Chef Inspec or similar.
• Understanding of Service Asset and Configuration Management (SACM)
• Deep understanding of IT infrastructure components and their interactions. Including but not limited to Unix and Windows Operating Systems, middleware, Application Servers, Databases and security products
• Proficiency in configuration management and automation tools.
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and virtualization technologies.
• Knowledge of IT security best practices and compliance standards.
• Knowledge of Agile methodologies and product management tools such as Jira, Confluence, or similar.

Customer-Focused Skills:

• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Proven ability to manage multiple customer accounts and projects simultaneously.
• Strong problem-solving skills and the ability to work under pressure.
• Additional Requirements:
• Ability to travel occasionally for on-site customer meetings or training sessions.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Certifications in relevant technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator, etc.).
• Experience working within an enterprise financial services organisation.
• Familiarity with DevOps practices and tools.
• ITIL 4 Managing Professional (MP)

Why join bell:

• We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
• Competitive Salary
• Flexible remote working
• A generous company pension
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days!
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• A diverse and inclusive work culture
• Modern vibrant workplaces
• Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre