Principal Assistant Operations Business Analyst

at  Enterpryze Consulting Ltd

ESSENTIAL QUALIFICATIONS/EXPERIENCE:

• 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 BoardsExperience to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren’t working, propose an alternative process Management)

DESIRABLE QUALIFICATIONS:

• 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 capabilitiesPrior experience of working in an international environment comprising both military and civilian personnel

• Problem Investigation and Resolution:
• 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
• Process and Strategy Analysis:
• 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
• Data Analysis and Interpretation:
• 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
• Service Improvement and Innovation:
• 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
• Stakeholder Consultation and Requirements Gathering:
• 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
• Miscellaneous Duties:
• Identify and research best practices
• Perform other duties as may be required