Senior IT Technical Business Analyst

About the team

Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT Operations team is responsible for project and program management of IT initiatives, technical business analysis, and research. The IT Operations team is highly collaborative and cross-functional, working closely with the IT SearchBar team (our end-user support team), the IT Systems team, and the broader Klaviyo organization. 

About the role

As a Senior IT Technical Business Analyst, you'll be responsible for researching, organizing, and providing detailed technical analysis to help us solve our most critical technical issues. You'll compare existing capabilities as they relate to new abilities, and you'll work cross-functionally to help identify gaps in functionality and process. You'll work closely with the various IT teams and a wide variety of Engineering and business operations teams, all under the leadership of the IT Manager, Operations.

How you’ll have an impact

• You'll identify opportunities to increase efficiency and productivity within the context of the overall IT strategy. 
• You'll assist with process mapping, gap analysis, project scoping, planning, and scheduling.
• Most importantly, you'll research and understand technical system capabilities, identify existing technology capabilities, develop business requirements, write the business case, define business logic, create optimization and monitoring strategies and work with the implementation teams to communicate and develop solutions; anticipate risks and mitigate them before they become serious. 
• Work with cross-functional business teams to facilitate software, applications, and tooling alignment.
• Operate the new software lifecycle process and be the point of contact with the finance department for procurement, purchasing, and planning. 
• Create interdepartmental feedback loops, workflows, and processes and define best practice business processes. 
• Leverage knowledge of cutting-edge technologies to optimize organizational efficiency and drive new organizational capabilities. 
• Be a communication focal point providing coordination for IT projects/initiatives.
• Manage multiple tasks to deadlines; communicate progress at regular intervals.
• Keep an even keel and act as a point of stability and focus for ambitious or controversial projects.

What we’re looking for

• 2-5 years of experience managing multiple successful business system projects and experience with business analysis and business process improvement, preferably in a high-growth enterprise.
• You're experienced with writing problem statements and managing technical projects.
• You have a strong competency in planning, prioritization, and implementation of technical projects, including negotiating scope and priorities and balancing for successful outcomes.
• You have excellent interpersonal and communication skills; you are an articulate and effective communicator who can describe complex problems and solutions in understandable terms; you can frame communications to diverse stakeholders; and you capably craft detailed, accurate, and precise documentation.
• Possess solid analytical skills, understand project lifecycles, and can act entrepreneurially to ensure delivery matches the business's needs.
• You have an ability and desire to grow and coach less-tenured team members.
• Familiarity with IT standards and core technologies/applications such as Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You've worked with procurement and finance teams in the past. 

Nice to have

• You have an understanding of SOC2, ISO, PCI, and SOX. 
• You have a sense of IT security and network risks. 
• You’ve used ZipHQ, Coupa, Trelica, SAP Ariba.