Job Description

The Project Analyst plays a critical role in supporting IT Service Delivery initiatives within a shared services organization. This position provides analytical, operational, and coordination support to ensure successful delivery of IT projects and services. The analyst will work closely with project managers, business relationship managers, and coordinators to drive efficiency, accuracy, and insight across financial analysis, ITSM processes, and performance reporting.

Essential Position Duties

• Financial Analysis & Planning
• Develop and maintain cost-benefit analyses (CBA) for IT projects and initiatives.
• Assist in budget tracking, forecasting, and variance analysis for service delivery projects and services
• IT Service Management (ITSM)
• Support ITSM processes including incident, request, problem, and change management.
• Monitor compliance with ITIL-based standards and assist in process improvement initiatives.
• Metrics & Reporting
• Collect, analyze, and report key performance indicators (KPIs) for IT services and projects.
• Identify trends and provide actionable insights to improve service delivery performance.
• Prepare dashboards and executive-level reports for leadership review.
• Project Support
• Assist project managers with planning, scheduling, and resource coordination.
• Help organize and facilitate large meetings, workshops, and stakeholder sessions
• Continuous Improvement
• Spot opportunities for process optimization and efficiency gains.
• Contribute to documentation of best practices and standard operating procedures

Education, Experience & Skills

• Education: Bachelor’s degree in Business, Information Technology, or related field.
• Experience:
• 2+ years in IT project support, business analysis, or financial analysis.
• Familiarity with ITSM tools and frameworks (e.g., ServiceNow, ITIL).
• Skills:
• Strong analytical and problem-solving skills.
• Proficiency in Excel and data visualization tools (e.g., Power BI).
• Excellent communication and organizational skills.
• Ability to manage multiple priorities.

Preferred Qualifications

• Experience in a shared services or global IT environment.
• Knowledge of project management methodologies (Agile, Waterfall).
• Exposure to financial modeling and cost optimization strategies.

Physical Requirements / Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals must sit or stand throughout the workday as needed to perform essential functions. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files, computer printouts on occasion. Ability to concentrate, read and comprehend complex data. Frequent handling of documents, computer hardware and use of computer and telephone. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

Travel

Travel within North America may be required (up to 25%, but possibly as high as 40%). Ability to drive safely and valid driver’s license required. Possibly two international trips may be required; therefore, a valid passport is required.