IT Business Operations Senior Analyst - KPI Creation

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

 

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.  

IT Business Operations Senior Analyst - KPI Creation

Job Summary

We are looking for a seasoned IT Business Operation professional for this role that involves understanding and analyzing business processes, identifying areas for improvement, and facilitating solutions that enhance overall organizational performance. 

By analyzing diverse sets of data, creating insightful reports, and developing interactive dashboards this role will support strategic initiatives and operational efficiency. The individual in this role will collaborate with cross-functional teams, leveraging their analytical skills to contribute to process improvement and informed decision-making within the organization. 

Responsibilities

• Develop KPIs, metrics, and reporting to communicate the status of IT quality of service delivery, Impact and value overall business health, stability, compliance, service levels, etc. for internal stakeholders and executives

• Provide strategic insights based on data analysis to support decision-making at various levels of the organization

• Contribute to the development of actionable strategies through a deep understanding of business objectives and challenges

• Identify, define, and continuously improve new and existing policies, standards, and frameworks for IT Operations, Support, and Service Management governance

• Work with business stakeholders and technology partners to analyze the current state and design improvements for tracking IT performance on Service Management, Problem management, Risk management, Asset management, resources (Budget, Workforce, tooling) allocation

• Work with stakeholders, and IT leadership to prioritize and plan improvements to our processes while balancing technical enhancements, tech debt management, automation opportunities, and new feature development

• Be a steward of Operational excellence for to consistently showcase IT’s impact and value to our customers, through continuous improvement and ongoing process maturity, a cadence of reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with stakeholders for all aspects of IT as a Business

• Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and cost

• Define and implement a strategy to drive the adoption of new processes and continuously improve compliance with all service management policies, standards, and framework, maintaining a constant feedback loop with our stakeholders

Qualifications

• Bachelor's degree in Business, Management, Information Systems, or a related field

• 7+ years of hands-on experience in a Business Operations/Service management role organization combined with strong analytical, problem solving and communication skills

• 5+ years in a business/process analyst role with proven experience in process continuous improvement – Six Sigma Green or Black belt preferred

• Experience with strategic KPI creation, and tracking of quality of service, value and impact

• Dashboarding and data visualization tools such as Tableau, Power BI, or similar platforms

• Excellent communication and interpersonal skills including the ability to work effectively across functions

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic informati