Most important aspects of the job requirements: Experience with business process analysis Working knowledge of Remedy (BMC) call management software Working knowledge of relational ship data bases, data structure, functionality and change management of them Experience working in an IT support function roles within a Service Desk, Deskside or other IT support position Expert experience with Excel, Word with mid-level with Powerpoint and Adobe Knowledge of SLA service base programs Knowledge on reporting services using report writing software like Crystal, Business Object or others ITIL certification preferred Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) they support, as well as, an understanding of the IT organizations systems and capabilities. Analyzes business partners operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions. Assists in the business process redesign and documentation as needed for new technology. Translates high level business requirements into functional specifications for the IT organization and manages changes to such specifications. Educates the IT organization on the direction of the business. Negotiates agreements and commitments by facilitating communication between business unit(s) and IT from initial requirements to final implementation. Possesses an understanding of technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprise?s competitive edge. May make recommendations for buy versus build decision. Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.