[4420] Principal Assistant Operations Business Analyst

작업 내용

• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience
• Experience in data analysis utilising Business Intelligence and Data Management (Report on effectiveness of the Incident Management process and underlying tools)
• Experience in the use of Service Reporting / Presentation of Technical data to different audience types (Internal Management Service Reporting)
• Knowledge of ITIL Service Management
• Primarily Incident Management / Service Level Management
• Experience on Process Definition and Documentation, business analyst processes. (Create exception and specific reports relating Incident Management)
• Experience of Customer Facing activities such as Service Reviews, Customer CABs, Project Boards
• Experience to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren’t working, propose an alternative process Management)
• Good analytic and problem solving skills and experience of working in a service team
• Strong time management skills and ability to juggle multiple tasks at once
• Able to collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management and their issues
• Experience building compelling Knowledge Service and reporting capabilities
• Prior experience of working in an international environment comprising both military and civilian personnel
  

• Investigate problems in IT support (processes and services) and assist during the implementation of agreed remedies and preventative measures
• Contribute to converting problems into solutions or new opportunities / initiatives
• Perform operational processes analysis
• Analyse, advise on, and contribute to implement processes, strategies, and functions
• Collect and analyse information and present findings on issues, carrying out or coordinating research as required and preparing reports
• Collect data, process, and perform statistical analyses on large Service Management Toolsets (Note: the Agency’s main toolset is BMC Remedy ITSM)
• Analyse, model, and interpret data that will drive continual service improvement in ITSM
• Interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making
• Diagnose the underlying drivers of performance gaps in the IT Service Management toolsets
• Identify improvements by leveraging automation and innovative approaches
• Contribute to the dentification of appropriate priorities against the ongoing activities and tasks being performed
• Contribute to continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage service delivery
• Consult stakeholders (individually or by means of facilitating group sessions such as Joint Application Development (JAD)) to identify comprehensive business requirements
• When required document business requirements for all stakeholders
• Translate the business requirements into System/Functional requirements
• When dealing with customers and if required, escalate internally at various levels in conjunction with ESOC management
• Identify and research best practices
• Perform other duties as may be required