Business Systems Analyst

Cisco Systems, Inc.; Greater London; Remote; GBP 40,000 - 80,000; Full time

Job description

Cisco’s Workforce Productivity Applications (WPA) team operates under the Digital Workplace (DW) organization and delivers best in class productivity solutions by integrating cloud applications and services to provide Cisco employees with a fabulous digital workplace experience. We strive to enhance the employee experience by delivering the right mix of productivity solutions that make employees happy, simplify their experience, reduce the number of tools to choose from, and enable people to work seamlessly in a hybrid world.

The Email@Cisco team, as part WPA, has an opening for a Business Systems Analyst to join our dedicated world-wide team. In line with WPA and DW's overarching objectives, we aim to reduce employee friction by 50% and integrate AI into 50% of our operations. We plan to achieve this by enhancing self-service capabilities, eliminating manual tasks, and minimizing support cases and operational overhead.

You will work with a remote, worldwide multi-functional team of design, operations and support engineers determined to deliver the highest level of systems design and support. You will collaborate with the Email@Cisco Leader and liaise closely with the Email@Cisco lead architect and Product Owner in addition to Workforce Productivity Application leadership.

Your Impact

• You will play a key role in helping to implement email-based systems, applications, and services.
• You will establish connections and partnerships with other collaborative support groups across Cisco, to find ways to support and sustain Cisco employees.
• You will be collaborating closely with key partners including application owners, IT leadership, alliances, and Cisco product managers.
• You will be a team facilitator that helps guide discussions, ensures effective communication, and supports the team in achieving their goals by fostering collaboration and addressing any obstacles.
• Analyze business and technical problems to be solved with either self-service, automation or AI.
• Develop and maintain comprehensive documentation and presentations for email system configurations, policies, and procedures.
• Perform technical analysis and write technical documents and presentations.
• Refine operational documentation as changes in the environment are implemented.
• Present recommendations for optimization with leadership based upon industry, architectural and operational analysis.
• Update the Email@Cisco team SharePoint site with news articles and press releases pertaining to the email service, tactics, and strategies.
• Work in an Agile environment practicing industry standard processes and tooling to deliver work faster, which include the participation in team sprints, retrospective meetings, and key partner discussions.
• Work closely with the partners across Cisco IT and Cisco Business Units for ongoing implementation of email-based solutions. This will include:
• Understanding and analyzing business procedures, processes and policies and finding opportunities for improvement.
• Collecting, analyzing, and summarizing operating and engineering trends.
• Partnering with internal operational, architectural and security teams to understand inter dependencies.
• Liaise with the mergers and acquisitions teams to assess and document the needs for integrating email systems from newly acquired companies into Cisco's network.
• Partner with the Email@Cisco engineering and operations teams and conduct analysis to understand opportunities for optimization of the email service.
• Liaise with internal support organizations to provide and regularly maintain training, support documentation and knowledge bases pertaining to email.
• Support the Email@Cisco engineering team with Service Readiness tasks such as providing timelines/roadmaps, engaging with legal and compliance partners, support organizations and removing the administrative burden away from engineers.
• Look to enhance your professional expertise by engaging in educational opportunities, staying current with industry publications, and being active in professional groups. Additionally, seek out training sessions to further your development.
• Maintain a safe and healthy work environment by following and enforcing standards and procedures and aligning with legal regulations.

Minimum Qualifications:

• At least 3 years of IT experience, specifically with email technologies an advantage.
• Demonstrable ability to conduct thorough technical analysis on a range of simple to complex issues, and effectively communicate findings through detailed documentation and presentations.
• Effective communication skills for interacting with clients through chat, email, and phone.
• Solid analytical and problem-solving abilities and adept at conducting research, testing configurations, solving problems, and possessing strong analytical and troubleshooting skills.
• Experience of working in an Agile setting, with Jira experience being an added advantage.

Preferred Qualifications:

• A proactive, highly motivated individual who takes the initiative without waiting for directions and can work independently without constant guidance.
• Proficiency in data visualization tools and applications, such as Microsoft Excel and PowerBI, to create insightful dashboards, reports, and presentations for data-driven storytelling.
• Familiarity with email messaging systems, services, and applications is preferred.
• Knowledge of analyzing Microsoft/Office 365, Microsoft Outlook across various platforms, and other related Microsoft products and technologies.
• Experience with desktop operating systems, including Windows and Mac.
• Familiarity with mobile platforms such as iOS and Android.
• Capable of creating and delivering presentations at a management or executive level.