Role Summary:
The Senior Business Analyst – Digital Workspace Services, ITSM & Service Delivery plays a critical role in enabling high-quality end-user services across Flowserve's global environment. This role partners closely with Digital Workspace, Service Desk, Deskside, NOC, IT Asset Management, and managed service providers to analyze, optimize, and govern IT service delivery processes.
The position focuses on ITSM process maturity, service performance visibility, escalation management, vendor service delivery, and continuous improvement within the Digital Workspace Services & Operations (DWSO) function. The role requires strong analytical skills, operational awareness, and excellent spoken and written English to support global stakeholders, vendors, and IT leadership.
Your role:
Digital Workspace & End User Services Analysis
1. Analyze and document end-to-end Digital Workspace service processes, including Service Desk, Deskside Support, Endpoint Services, NOC escalations, IT Asset Management (ITAM), and user request fulfillment.
2. Partner with DWSO leadership to define service requirements, operating models, escalation frameworks, and performance expectations.
3. Identify gaps in service delivery, user experience, asset lifecycle management, and operational efficiency across end user services.
ITSM, ITAM & Service Delivery Enablement
4. Lead analysis and optimization of ITSM processes including Incident, Request, Problem, Change, Knowledge, and Asset Management within the Digital Workspace scope.
5. Support the integration of ITAM practices across service delivery, including asset lifecycle tracking, compliance, and reporting.
6. Translate service delivery and asset management requirements into functional specifications, workflow improvements, and automation opportunities.
7. Support enhancements to the ITSM platform (e.g., Freshservice) to improve ticket flow, escalation handling, visibility, and user experience.
Escalation Management & Operational Support
8. Act as a key contributor to the escalation management framework for Digital Workspace services, including P1/P2 incidents and recurring operational issues.
9. Partner with Service Desk, Deskside, NOC, ITAM, and L3 teams to ensure clear escalation paths, ownership, and timely resolution.
10. Analyze escalation trends to identify root causes and drive preventive improvements.
Service Performance & Experience Reporting
11. Design and maintain service delivery and asset performance dashboards using Power BI and ITSM data sources.
12. Analyze trends related to incidents, escalations, SLA performance, backlog, asset utilization, and user experience metrics.
13. Prepare executive-level service performance and operational health reporting for DWSO leadership and stakeholders.
Vendor & Operational Collaboration
14. Support governance and performance management of managed service providers supporting Digital Workspace, NOC, and endpoint services.
15. Facilitate operational reviews, escalation discussions, and service improvement sessions with vendors and internal teams.
16. Ensure vendor performance aligns with contractual SLAs, KPIs, and DWSO service expectations.
Continuous Improvement & Governance
17. Drive continuous service improvement initiatives aligned with ITIL best practices, ITAM maturity goals, and DWSO priorities.
18. Ensure process and service delivery changes align with Flowserve governance, security, and compliance standards.
19. Maintain high-quality documentation including service definitions, escalation models, process flows, SOPs, and knowledge assets.
Your profile:
20. Bachelor's degree in Information Systems, Business, Computer Science, or related field.
21. 5+ years of experience in a Business Analyst, Service Delivery Analyst, or ITSM-focused role supporting end user services.
22. Strong working knowledge of ITIL and IT service delivery models.
23. Hands-on experience with ITSM platforms, preferably Freshservice.
24. Experience supporting or integrating IT Asset Management (ITAM) processes within ITSM.
25. Advanced experience with Power BI and Microsoft Excel for service performance reporting.
26. Fluent English (spoken and written) required for global collaboration.
27. Strong facilitation, analytical, and communication skills.
Preferred Qualifications
28. Experience supporting Digital Workspace / End User Computing (EUC) environments.
29. Exposure to escalation management in a global IT operations or service delivery context.
30. Familiarity with endpoint management, identity/access processes, and workplace technologies.
31. Experience supporting manufacturing environments and plant-based operations.
32. Familiarity with ERP systems (e.g., SAP, Oracle) and their integration with IT service delivery.
33. Experience working with managed service providers and global service delivery models.
34. ITIL, CBAP, PMP, or Service Management certifications.
35. Spanish fluency required; additional European languages a plus.
We offer variety of benefits alongside with competitive salary.