JOB SUMMARY / INTRODUCTION:
The Analyst is responsible to create process documentation/workflows, knowledge articles and self-service guidance for IT Services. Maintain a complete understanding of and adheres to all IT policies and processes. The Jobholder also provides support for administering project management tools as applicable.
KEY RESPONSIBILITIES:
- Create process documentation/workflows, knowledge articles and self-service guidance for IT Services
- Collect and document of business requirements for project and process improvement/automation efforts
- Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
- Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
- Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
- Identify issues and risks
- Bring inconsistencies and problems to the attention of management
- Participate in the problem resolution
- Track major incident management process and ensure adherence of the process and escalation requirements within the various support and delivery areas
- Prepare incident details for post-mortem incident reviews
- Extract reports and provide a high-level analysis of data for review.
- Collaborates with team to create high-quality deliverables
- Identifies trends and uses robust data for suggesting areas of improvement in process and deliverables
- Collects and monitors results of various team initiatives
- Assists in building practice framework and guidelines
- Identifies trends and uses robust data for suggesting areas of improvement in process and deliverables
- Collects and monitors results of various team initiatives
REQUIREMENTS / QUALIFICATIONS:
- University degree in Computer Science and/or equivalent experience.
- 2-3 years of experience in ‹specialization area›
- Proficiency in Statistical languages, statistical software
- Proficient technical writing capabilities and Sufficient analytical skills
- Good team player with the ability to work very effectively in a collaborative and team-oriented manner with other team members. Must have initiative and positive work attitude and must be a quick learner with a zeal for self-learning. Must be confident, eager and willing to take on new challenges. Must be cooperative with good interpersonal, negotiation and conflict resolution skills.
- Good written and oral communication skills.
- Hands-on experience with data visualization
- Practical experience generating process documentation and reports
- Comprehensive experience in business change through analytical skills
- Experience with best Project management methodologies (Agile, waterfall, Iterative)
- Understanding of Design thinking practices
- Understanding of Cloud / AWS platforms
