Business Analyst

仕事内容

Position Overview:

Are you ready to drive innovation and excellence in IT Service Management? We’re looking for a dynamic Principal Assistant Operations Business Analyst to join our team and lead transformative initiatives that enhance our IT support and operational processes. In this role, you’ll be at the forefront of problem-solving, strategic analysis, and data-driven decision-making, shaping the future of IT services with your expertise.

Key Responsibilities:

• Problem Investigation and Resolution:
• Dive into IT support issues, identifying root causes and implementing effective solutions and preventative measures.
• Turn challenges into opportunities for growth and new initiatives.
• Process and Strategy Analysis:
• Analyze and optimize operational processes, advising on and implementing strategic improvements.
• Conduct thorough research, prepare detailed reports, and present actionable insights.
• Data Analysis and Interpretation:
• Handle large-scale data from Service Management Toolsets, primarily BMC Remedy ITSM.
• Model and interpret data to drive continual service improvement and foster data-driven decision-making.
• Service Improvement and Innovation:
• Identify and address performance gaps in ITSM tools, utilizing automation and innovative strategies.
• Contribute to setting priorities and advancing continual service improvement through effective metric utilization.
• Stakeholder Consultation and Requirements Gathering:
• Engage with stakeholders through individual consultations or group sessions like Joint Application Development (JAD) to gather comprehensive business requirements.
• Document and translate these requirements into System/Functional specifications.
• Miscellaneous Duties:
• Research and recommend best practices.
• Undertake additional responsibilities as required.

Required Qualifications:

• Higher vocational training in a relevant field with at least 3 years of related experience, or a secondary educational qualification with 5 years of relevant experience.
• Proficiency in data analysis with Business Intelligence and Data Management, including reporting on IT Incident Management effectiveness.
• Experience with Service Reporting and presentation of technical data to diverse audiences.
• Knowledge of ITIL Service Management, particularly Incident Management and Service Level Management.
• Proven experience in process definition, documentation, and business analysis.
• Experience with customer-facing activities such as Service Reviews and Project Boards.
• Familiarity with the Continual Service Improvement (CSI) process and methodologies like the Deming Cycle.

Desirable Attributes:

• Strong analytical and problem-solving skills with a track record of working effectively in a service-oriented team.
• Excellent time management abilities and adeptness at handling multiple tasks.
• Experience in collecting and applying feedback from customers and stakeholders.
• Proven capability in developing Knowledge Service and reporting capabilities.
• Prior experience in an international environment with both military and civilian personnel is advantageous.

Join us and make a significant impact in a role that promises professional growth and the opportunity to shape cutting-edge IT service solutions. Apply today to be part of an innovative team committed to excellence!