NATURE OF THE TASKS

We are seeking a professional with a hybrid background in business analysis, data analytics, and service operations, capable of translating operational performance data into actionable business insights. The ideal candidate will have strong experience in supporting business operations through analytical frameworks, continuous service improvement, and structured governance.

Familiarity with ITSM practices remains essential, but the emphasis is on their application in business support environments, such as finance, HR, logistics, or customer service.

Following tasks will be performed by external service provider:

• CI reference – eCommerce DataHub

• With close collaboration of business units identify and document IT system requirements.

• Based on collaboration with user communities (Member States administration, Traders), identify

needs and translate them to the clear and implementable IT systems requirements.

• Facilitate bridging real-world business scenarios with the system functionalities.

• Based on collected and documented system requirements support development team in preparation

of the IT system specifications.

• Support design and development of the data models which meet the business requirements

• Design user interfaces and user experiences that link essential functionalities with users expectations and needs.

• Facilitate efficient communication, organization and negotiation across various disciplines, including policy, legal, business and technical domains.

• Ensure all parties are aligned and informed throughout the project lifecycle.

• Conduct structured analysis of business workflows, and service usage to identify inefficiencies and recommend optimization opportunities.

• Translate complex operational data into business-relevant insights, supporting decision-making for managers and executives.

• Develop dashboards, and visualizations to communicate key trends, patterns, and risks.

• Assess the performance and quality of business services designed to internal users, ensuring service level objectives are met.

• Act as a liaison between business users and technical teams to ensure service offerings align with user expectations and business needs.

• Define metrics and KPIs to assess the quality and effectiveness of business services.

• Support forecasting, demand planning, and capacity management using data-driven

methods.

• Implement lightweight service governance practices adapted to business environments.

• Support the definition of SLAs and OLAs for business-critical services, ensuring accountability across support teams.• Define the continuous improvement cycle by incorporating user feedback, usage metrics, and service incident data.

• Engage business stakeholders to elicit requirements and ensure analytics align with

operational goals.

• Present findings and recommendations clearly and persuasively to both technical and non-

technical audiences.

• Support training and knowledge sharing across teams on tools and best practices for business

data usage.

KNOWLEDGE AND SKILLS

Following skills and knowledge are required for the performance of the above listed tasks:

• Strong analytical and problem-solving skills, with the ability to translate business problems

into dataanalysis tasks.

• Experience in high-stakes operationally critical business design where the outcome is on a

critical operational path

• Experience with business analysis methodologies and process improvement frameworks.

• Working knowledge of ITSM principles, especially in relation to user support and service

performance.

• Experience in defining and monitoring KPIs and SLAs related to business operations.

• Familiarity with data governance and data quality management principles.

• Ability to persist and drive convergence and agreement across different viewpoints and interests of different stakeholders.

• Understanding of compliance and regulatory frameworks relevant to business operations.

• Proficiency in data tools (e.g., Power BI, Tableau, Excel, SQL, Python/R for analysis).

Following skills and knowledge would be considered as additional assets:• Knowledge of the processes and organization of the trader’s supply chains

• Experience in customs related projects

SPECIFIC EXPERTISE

Following specific expertise is mandatory for the performance of tasks:

• 5–7 years of experience in business or data analysis, preferably in service-oriented or

operationally intensive environments.

• Certifications in business analysis, data analytics, or ITSM are considered assets.

• Experience with agile delivery environments and fast-paced transformation projects.