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Expert IT Business Analyst

LocationSan Francisco, California;

Requisition ID # 121136 

Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Information Technology

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Position Summary

Application Services Service Excellence Office is seeking an IT Business Analyst, Expert for Supplier Performance/Contract Management focusing the performance of Managed Services suppliers.  The role will have direct accountability to monitor, report and improve supplier performance.

The IT Business Analyst, Expert will help develop and implement governance models, processes, and standards to effectively execute the managed service agreements. This position is an integral role in the managed services governance processes and will work with supplier resources and internal PG&E stakeholders.

The area of performance management has a significant volume of current and future work to successfully govern and mature supplier management.

Major Duties and Responsibilities:

  • Reviews and tracks to completion the Contract Compliance Requirements
  • Logs, reviews, and tracks status of issues (supplier, contract, escalation level, not operational); resolves and escalates as needed
  • Leads governance meetings and drives adherence to charters, required participants, and standing agendas
  • Ensures successfully monthly performance SLA/KPI reviews & meetings. Deep dive if needed for results validation
  • Work with Supplier and PG&E teams on improvement of performance management metrics (SLA, KPI, Operational reporting)
  • Schedules and conducts Internal and External Contract Reviews, and develops and documents Improvement Action Plan
  • Organizes and plans Joint Decision Workshops to generate a recommendation for renewing the Contract
  • Determines if a Contract change is required in the development of the supplier’s Performance Improvement Plan for the Continuous Improvement Process
  • Informs supplier that Benchmarking is taking place, ensures completion of Benchmarking, and performs review/approval of the Benchmarking with the required parties
  • Develops Balanced Scorecards
  • Determines from the Executive Strategy Committee whether the unresolved issue requires a Contract change
  • Maintains document repository and governance calendar
  • Reviews and coordinates approval of contractual deliverables
  • Work with Service Managers to conduct periodic reviews
  • Other governance and performance management activities as needed


  • Partner with all levels of IT leadership to ensure governance of supplier services
  • Ensures adoption of the governance processes across the organization
  • Exercise independent judgment and discretion



  • BA/BS in Computer Science/ Information Systems, Business, Engineering, etc. or equivalent work experience.
  • 7 years of job-related experience in Information Technology. 5 years of experience in business analysis.
  • Expert-level knowledge and working experience with multiple corresponding Line of Business-related functional areas.
  • Skilled in evaluating IT processes, implementing improvements, and achieving cost savings.
  • Participation in projects of high complexity at an expert level or in a leadership role.


  • Advanced degree is a plus
  • Detail oriented, analytical, good oral and written communication skills
  • Experience in working with a managed service supplier model and performance metrics
  • Understanding of IT operational processes and support model
  • Strong understanding of the utility business and all major functional areas of the related Lines of Business
  • Ability to promote good working environment with different teams across disciplines and levels
  • Expert knowledge of the business requirements process
  • Ability to work with different teams across disciplines and levels
  • Ability to promote good working environment with different teams across disciplines and levels
  • Experience and strong ability to work with numbers, data, Excel, reporting, Power BI
  • Ability to learn the SLA’s and formulas/calculations
  • Follow through and good communication skills (will interact with Suppliers and Service Managers)
  • Understanding of the Remedy system and ITSM
  • Ability to be flexible in a changing environment
  • Ability to work independently and collaboratively
  • Working knowledge of procurement and sourcing processes
  • Working knowledge of relational databases, including data querying
  • Participation in projects of high complexity at an expert level or in a leadership role

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  • Information Technology, San Francisco, California, United StatesRemove