Service Management Analyst III at FUJIFILM Business Innovation

Taguig, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Excellent Communication, Stakeholder Management, Business Process Improvement, Systems Development Lifecycle, Analytical Skills, Problem Solving, Documentation Skills, Project Management, Lean Six Sigma, ITIL, CMMI, ISO, User Training, Negotiation Skills, Collaboration, Continuous Improvement

Industry

Outsourcing and Offshoring Consulting

Description

Responsible for: Responsible for the design, establishment and implementation of optimized business processes and related information technology systems to enable the organizational units’ consistent exceptional performance, streamlined workflow, and the delivery of high-quality services and solutions to clients. Work as a key member of project teams responsible for developing and/or enhancing systems and processes, as well as for capturing, monitoring and managing requirements, and ensuring that functional/operational requirements are delivered to end-users. Act as an agent of change and continuous innovation aligned with the company’s vision and mission by applying principles of operational excellence through the adoption of best practice frameworks such as, but not limited to, Lean Six Sigma, IT Infrastructure Library (ITIL), CMMI and ISO. Extent of Authority: Obtain data/information required for operational process reviews and recommend improvement/ enhancements on affected work processes Communicate and work with managers and teams for the design, development and implementation of process management and continuous improvement disciplines in RDC and other relevant FBDMS units Conduct system evaluations, and submit and report cost-benefit analysis results Design, develop and generate reports required by team, department and other organizational units Conduct peer review of the quality of and recommend enhancements of project/task outputs of team members Present to relevant stakeholders’ user and system requirements documentations Conduct authorized time-and-motion studies and report results Recommend process improvement and automation solutions Conduct process and systems presentations Conduct and coordinate/facilitate process reviews and system tests as required in various departmental projects Plan, track and report status of assigned tasks and projects as may be required by superiors Raise operational and project task issues to relevant stakeholders Implement authorized action plans for the improvement in the efficiency, productivity, quality, cost management and other requirements of stakeholder units Participate in individual or team goals setting, performance reviews and development planning Provide feedback and suggestions on, document and promote compliance to company and department policies, procedures and standards, and apply their prescribed preventative and/or corrective actions within the department, as approved Main Activities: Create work plans, monitor/track progress to assist in enabling team complete tasks/deliverables within or exceeding SLA or agreed/committed timelines and achieve set quality levels Study automated tools available within the company or commercially, and perform fit-gap and cost-benefit analysis of their usage for organizational process enhancement/optimization Review, analyse, design and document business As-Is and To-Be processes for process improvement, and development and implementation of automated solutions Plan, organize, conduct, document and report result of time-and-motion studies Review and analyse workflow, isolate attention areas, and develop recommendations to address process risks, and plan for and implement required improvement Capture, understand, and document processes and system requirements, and ensure that approved requirements and authorized changes are delivered to end-users Produce documentations to communicate business and technical requirements to other technical teams for systems design, development, and enhancements Design, develop/configure and maintain reports and performance dashboards and other analytics tools, and provide analysis and recommendations for achieving optimized efficiency, quality, productivity, resource usage and other organizational operational requirements Assess impact and prioritize changes in system requirements based on business impact and needs Develop project and technical support documentation such as, but not limited to, Release Notes, Service Level Agreement, User’s Guide and Work Instructions Prepare documents and pre-requisites for, and perform system integration tests, and facilitate user acceptance tests, and initiate and manage test cases and scripts/issues log controls for these tests Develop, maintain and use Work Plan, Activity Tracker, Action Items/Issues Logs and other tools to monitor and report progress of deliverables of resources assigned to tasks/projects in enabling team meet or exceed target SLA or agreed/committed timelines, and achieve set quality levels Identify attention areas, recommend action plan and implement approved remediations or work method enhancements to resolve deliverables completion and quality issues Participate as Lead or Support in Process Improvement initiatives for utilizing proven continuous improvement methodologies such as Lean Six Sigma, IT Infrastructure Library (ITIL), CMMI and ISO to deliver improved performance, increased process efficiency, reduced cost, and to harness potential growth. Prepare materials and provide training and assistance to end-users for system and/or process implementation. Build and maintain project/task documents repository, and facilitate completion of process and project assets library Observe behaviour standards and practices that are non-discriminatory to, and non-harassment or non-bullying of co-workers, prospective co-workers, and FUJIFILM Data Management Solutions Pty Limited /FFDMS Philippines Corp. (FBDMS/FFDMS PH) sub-contractors, visitors, clients or customers, and ensure treatment of people with fairness and respect in the performance of duties. Ensure that all FBDMS/FFDMS PH policies, including Code of Business Conduct, Business Management System and Security policies and procedures are adhered to Ensure Work Health and Safety policies and procedures are adhered to Ensure that self and other employees within the role’s area of responsibility take care at all times to work in a safe manner and report workplace hazards. Key Skills: Excellent ability to understand, collaborate and communicate with end-users, process and management stakeholders at all levels of the organisation, both in written and verbal form Strong ability to obtain, analyse, isolate and interpret business needs and determine appropriate process and systems innovations Ability to perform systems configuration and scripts development for operational analysis, reports, dashboard and other decision support requirements Excellent stakeholder needs analysis and management Strong understanding of all aspects of the systems/software development lifecycle (SDLC) Knowledge of system design, IT infrastructure and database concepts An appreciation of both IT and business strategy Good negotiation and cost-benefit analysis Ability to anticipate problems before they become critical and involve management when appropriate Excellent user and system requirements writing, and process documentation skills Excellent ability to plan, perform and facilitate various system tests and document scripts and results Strong ability on documentations required in the different phases of process improvement and SDLC projects Proven presentation and facilitation skills with the ability to present issues both formally and informally Strong problem solving Sound decision-making abilities Ability to manage multiple activities while maintaining a high level of performance Knowledge of business process re-engineering methodologies using Lean Six Sigma principles Good understanding of industry best practice frameworks such as ITIL, CMMI and ISO Demonstrate a high level of professionalism, quality, efficiency, conflict resolution, and results delivery Has initiative; ability to undertake additional responsibilities and respond to situation as they arise with little or no supervision Ability to work independently in achieving goals and objectives Strong ability to continuously learn Personality Traits: Upholds integrity and alignment to corporate values, policies and standards Has analytical, creative, innovative and out-of-the-box thinking and change enablement Excellent listener Has strong service and continuous innovation orientation Creates/inspires an environment that encourages teamwork and collaboration Able to handle multiple, complex priorities and balance the needs of each according to business impact Promotes professionalism in the organization Qualifications and Typical Experience: BS in Computer Science or Engineering or 2 – 3 years equivalent experience Extensive experience on process and systems requirements and other SDLC-related documentations and testing Sound work experience on Iterative and Rapid application development methodologies Strong experience on reports, dashboard, application and scripts design and development Experience in project presentations and user training Experience in leading small to medium-scale systems development and process improvement projects, a plus Knowledge on Lean Six Sigma, CMMI, ITIL, and ISO with demonstrated application experience, a plus Familiarity with process documentation tools, reports/dashboard creation, workflow automation and project management principles. Software skills: Microsoft Visio, Excel, Word, PowerPoint, Power BI; other workflow automation and reports/dashboard creation tools Special Circumstances: May be required to work during PH holidays and 24 x 7 availability for communication Employment is dependent on a national police criminal history check that is acceptable to FUJIFILM DMS. Some travel may be required to various FUJIFILM DMS sites, interstate or overseas to meet requirements of the role. May be required to complete an Australian Taxation Office and Federal Police security check. Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in designated work area. Additional security clearances may be required as requested by FUJIFILM DMS or its clients. Required to work reasonable additional hours as may be necessary to meet the requirements of the position. Maintain FUJIFILM and client confidentiality. May be needed to be on-call from time to time to meet requirements of the role. Required to participate in workplace fit-for-work initiatives (including stretching programs).

Responsibilities

The Service Management Analyst III is responsible for designing and implementing optimized business processes and IT systems to enhance organizational performance and service delivery. This role involves working on project teams to develop systems, manage requirements, and drive continuous improvement initiatives.