Business Analyst - IT Operations (Cluster Office)

Overview

The Business Analyst’s key role is to serve as a single point of contact for ensuring smooth operations of the IT systems used by the various business divisions. This includes defining and developing technology renewal and refresh strategy with IT delivery teams and business divisions, requirements management, solution discovery, incident management, problem management, service management, risk management and relationship management to ensure smooth operations of the IT systems.

Responsibilities

• Responsible for the development and implementation of IT service operations plan, and to ensure successful introduction of IT solution across the system for effective monitoring and management.
• Lead in the development of maintenance plan to monitor and manage the maintenance of IT systems; ensuring operational KPIs and SLAs are met.
• Manage, document and report on performance against SLAs and where SLAs are not met, oversee and develop action plan to bring the performance on track.
• Lead in managing IT service requests, incident and problem management; guide and support the team in resolving escalations of issues or requests and to make decision as needed.
• Lead in the development, review and recommendation of policies, processes and SOPs appropriate for efficient and smooth running of IT systems to meet required compliance.
• Establish process, procedures and communications plan and execute the review of user access on IT systems in accordance to organization standard and policy.
• Lead and facilitate periodic summary status reports, service reviews and detailed reviews of root cause analysis findings of IT service management when applicable.
• Collaborate with Project Management Office and outsourced vendors on the successful transition of completed projects to maintenance phase.
• Support IT audits and entity-wide IT compliance activities and planning.
• Manage outsourced partners and service providers to ensure smooth operations of IT services.
• Participate in strategic and budgetary planning, prepare and administer work unit operating budget.
• Provide guidance and coaching to junior team members.

Qualifications

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