IT Business Analyst

We're looking for a Business Analyst who embodies our core values of Customer First, Collaboration, Ownership, Impact Driven, and Innovation to join our IT division.

In this role, you'll partner with Finance and IT teams to translate business needs into actionable system solutions, apply Design Thinking to enhance user experience, and identify opportunities to improve processes. You'll also support Business-As-Usual (BAU) operations and Change Requests (CR), ensuring solutions align with business goals, compliance standards, and RWS's strategic direction.

Job Responsibilities:

System Operations & Maintenance:

• Manage, monitor, and maintain Windows and Linux-based systems across hybrid environments (on premise and cloud).
• Ensure continuous operation of critical resort systems including PMS (Property Management Systems), POS, booking engines, surveillance, and access control systems.
• Manage, monitor and maintain supported databases across hybrid environment (on-premise and cloud).
• Support the functional team, Customer, SAP PCE and service provider team as per requirements, for example, SAP Notes, patching, RFC configurations, SSO, SAP transport management, Web Dispatcher configuration, Business function activation, add-on installation and update.
• Analyzing and supporting the Customer to fix technical issues reported during system integration test and user acceptance test.

Cloud & Hybrid Infrastructure:

• Operate and maintain cloud services (AWS, Azure) integrated with on-premise data centers.
• Support disaster recovery and high-availability configurations for critical hospitality and gaming systems.

Monitoring & Reliability:

• Implement proactive monitoring using tools like Nagios, Zabbix, or CloudWatch to prevent downtime in high-traffic systems.
• Quickly respond to incidents affecting guest services or operations and conduct thorough root cause analysis.
• Automation & Configuration Management:
• Use tools like Ansible, Terraform, or PowerShell to automate provisioning and configuration.
• Maintain configuration baselines for servers supporting hotel, casino, and resort services.
• Scheduling and Monitoring SAP housekeeping and operations jobs related to ABAP dump reorgs, spool reorg, performance collector etc.
• Implementing & managing SAP supports recommendations upon RWS's approval.
• Support during certificate creation, URL creation, SSL configuration.
• Coordinate with RWS and SAP relevant teams for necessary frontend, network, security, and infrastructure requirements.
• Provide relevant reports and status for basis area.

Security & Compliance:

• Enforce security best practices across all systems in compliance with industry standards such as PCIDSS (for gaming/payments) and GDPR (for guest data).
• Manage patching and endpoint security to protect infrastructure and SAP products, solutions and platforms.
• Support in identifying and addressing privilege creep, where users accumulate unnecessary access rights over time.
• Generate U2R, R2F, PAA reports based on defined parameters.
• Ensure end-to-end security of all data across integrated SAP S4 Hana Cloud (SaaS), non-SAP Cloud, and on-premise systems, while strictly adhering to: a. Company Security Policies and Standard Operating Procedures b. SOC2 Type II compliance.
• User provisioning and de-provisioning process as per industry's best practices and RWS policy.
• Data Masking for sensitive fields (personal identifiable information (PII), financial, proprietary as per Singapore regulatory compliance and PDPA)

Collaboration & Documentation:

• Work closely with IT, facilities, and service departments to align infrastructure with business needs.
• Maintain detailed documentation of systems, procedures, and service records.
• Define, document, and execute overall SAP Infrastructure architecture, landscape, client strategy, and transport management aligning with Rise with SAP services.
• Collaborate with SAP RISE support team for necessary system change, refresh, deployment and transport management.

Stakeholder Engagement & Quality Assurance:

• Liaison & Communication: Act as the primary liaison between business units and IT teams, ensuring clear,
• consistent, and proactive communication across all project phases.
• Expectation Management: Manage expectations of diverse stakeholders, including senior management, end-users, technical teams, and external vendors, fostering strong Collaboration.
• Negotiation & Consensus: Effectively negotiate and mediate between potentially conflicting stakeholder needs to achieve consensus and maintain project momentum.
• Vendor Management: Oversee the Annual Maintenance Support (AMS) team to ensure timely resolution and delivery of Incidents (IN), Service Requests (SR), Change Requests (CR), and Problems (PB) in accordance with agreed Service Level Agreements (SLAs). Conduct periodic reviews of support tickets to identify trends and drive continuous process improvement.

Job Requirements:

Education:

• Bachelor's degree in business administration, Information Technology, Computer Science, or a related discipline.

Experience:

• At least 3 years experience in systems administration or SysOps, preferably in a 24/7 operational environment (hospitality, casino, or similar)
• Hands-on experience with cloud infrastructure (AWS, Azure), virtualization platforms (VMware, Hyper-V), PowerShell, Bash, or Python
• Familiarity with network services (DNS, DHCP, VPN, VLAN)

Preferred:

• Experience in hospitality systems (e.g., Oracle Opera PMS, Micros POS, casino management systems)
• Understanding of compliance frameworks such as PCI-DSS, GDPR, and ISO/IEC 27001.
• Professional certifications such as: SysOps Administrator, Microsoft Certified: Azure Administrator, CompTIA Security+

Core Business Analysis Skills:

• Design Thinking: Business Need Analysis.
• Requirements Engineering
• Process Improvement & Optimization
• Problem Solving

Interpersonal & Technical Aptitude:

• Stakeholder Management
• Solution Collaboration
• Communication & Facilitation.
• Adaptability & Attention to Detail
• Clear written and verbal communication
• Flexible schedule availability (some weekend/evening/on-call rotation may be required)