Sr Business Analyst - WiFi

Job#: 3028481

Job Description:

Role Summary

The Business Analyst will support the planning, coordination, and execution of initiatives related to our WiFi product portfolio. This role will focus on shipping and logistics processes, JORA ticket management and JIRA ticket management ensuring seamless coordination between operations, technology, and business stakeholders. The analyst will gather and analyze data, streamline workflows, and support the PMO with reporting and process improvement efforts.

Key Responsibilities

PMO & Project Support

- Support the Mobile WiFi PMO in planning, tracking, and reporting on project deliverables, timelines, and milestones.

- Develop and maintain project documentation (requirements, process flows, status reports, RAID logs).

- Assist in resource and capacity tracking for operational and project activities.

Shipping & Logistics Coordination

- Understand end-to-end shipping and logistics processes for WTS equipment.

- Collaborate with logistics, warehousing, and operations teams to track shipments, ensure timely delivery, and resolve exceptions.

- Produce regular reports and dashboards on shipping status, turnaround times, and inventory movements.

- Identify process gaps and recommend improvements to reduce delays, errors, and manual work.

JIRA Ticket Management

- Act as a central point of contact for JIRA ticket intake, triage, and tracking.

- Review incoming JIRA tickets for completeness, priority, and appropriate routing to the correct team.

- Monitor ticket SLAs, follow up with owners, and escalate issues as needed to ensure timely resolution.

- Maintain and improve JIRA ticket workflows, categories, and reporting structures in alignment with PMO standards.

Intake JIRA Ticket Management

- Manage the intake process for JIRA tickets related to mobile WiFi projects and operational requests.

- Validate and refine requirements in JIRA tickets in collaboration with requestors and technical teams.

- Prioritize and categorize tickets based on business impact, dependencies, and PMO guidelines.

- Track progress of JIRA items, maintain dashboards, and provide regular status updates to stakeholders.

Data Analysis & Reporting

- Consolidate data from shipping/logistics systems (SAP0, JIRA, and other tools to generate actionable insights.

- Build and maintain standardized reports and dashboards (e.g., ticket volumes, SLA performance, backlog status, shipping KPIs).

- Support management with ad hoc analysis, presentations, and executive summaries.

Process Improvement & Governance

- Understand current-state processes for logistics, and JIRA intake; identify bottlenecks and improvement opportunities.

- Propose and help implement process changes, automation, and best practices to enhance efficiency and quality.

- Support PMO governance by ensuring adherence to standard processes, templates, and reporting requirements.

Qualifications

Required:

- Bachelor's degree in Business, Operations, Supply Chain, Information Systems, or related field (or equivalent work experience).

- 2-4+ years of experience in a Business Analyst, Operations Analyst, or PMO Analyst role.

- Experience with ticketing tools (e.g., JIRA; JORA or similar systems).

- Familiarity with shipping, logistics, or supply chain operations.

- Strong analytical skills with the ability to interpret data and present clear insights.

- Proficiency in Excel and/or other data analysis tools; experience building reports and dashboards.

- Excellent written and verbal communication skills; able to work with both technical and non-technical stakeholders.

- Strong organizational skills with attention to detail and the ability to manage multiple priorities.

Preferred:

- Experience in telecom, networking, or mobile WiFi-related environments.

- Prior experience working within a PMO or structured project environment (Agile, Scrum, or Waterfall).

- Experience with visualization tools (e.g., Power BI, Tableau, or similar).

- Knowledge of basic project management concepts and tools.

Key Competencies

- Stakeholder management and collaboration

- Requirements gathering and documentation

- Process mapping and optimization

- Problem solving and critical thinking

- Ownership and follow-through

- Data-driven decision support

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.