Business Analyst (NaaS)

Essential Qualifications/Experience:

·       Master's degree in Economics, Finance or Engineering

·       5+ years of experience as a Business Analyst, or similar commercial/operations role

·       Strong experience tracking and reporting SLA / KPI performance across managed services environments

·       Proven experience working with account managers, customers, and internal stakeholders

·       Strong understanding of billing validation, invoicing controls, asset counts, and revenue assurance

·       Experience managing customer service, vendor and partner relationships, including commercial reviews and renewals

·       Strong analytical skills using Excel, Power BI, or similar reporting tools

·       Experience with CRM such as ServiceNow, Salesforce, SAP, or similar

·       Experience with international projects is a plus

·       Excellent time management, vendor management, and negotiation skills

·       Ability to manage multiple priorities and work independently in a fast-paced environment

·       Certifications (at least 2 from the following): ITILv4, Prince2 Foundations, ServiceNow, Time Management, PowerBI, Vendor Management, MSP, Scrum

DUTIES/ROLE:

·       Track, analyze, and report SLA and KPI performance across customers and services

·       Identify service risks, trends, breaches, and improvement opportunities through regular reporting

·       Work closely with account managers to support customer reviews, renewals, and commercial discussions

·       Validate billing data to ensure invoicing reflects the correct number of managed devices, services, and contract scope

·       Maintain accurate service inventories, commercial records, and contract-related data

·       Coordinate with partners to secure best pricing, discounts, rebates, and commercial terms

·       Support procurement, renewals, and partner compliance requirements

·       Build dashboards and reports for leadership covering performance, revenue, margin, and operational trends

·       Support forecasting, budgeting, and business planning activities

·       Drive process improvements to increase efficiency, reporting accuracy, and commercial governance

·       Act as key liaison between operations, finance, sales, account management, and external partners