Institution Business Analyst

4 months ago

Singapur, Singapore IHiS Full time

Position Overview

Institution Business Analyst’s key role is to serve as a catalyst to transform business needs into actionable plans to improve the process or operations. This includes defining and developing business technology strategy with IT and business divisions, requirements management, solution discovery, service management, risk management and relationship management.

Role & Responsibilities

· Responsible for the development and implementation of IT service operations roadmap, and to ensure successful introduction of IT solution across the system for effective monitoring and management

· Responsible for the development and implementation of consolidated helpdesk operations roadmap, and to ensure successful consolidation of helpdesk operations as a single touch point for the service providers

· Lead in the development of a maintenance Masterplan to monitor and manage maintenance of IT systems; ensuring operational KPIs and SLAs are met

· Lead and facilitate weekly summary status reports, service reviews and detailed review of root cause analysis findings of both IT service management and helpdesk operations when applicable

· Manage, document and report on performance against SLAs and where SLAs are not met, oversee and action plan to bring the performance back on track

· Lead in the development and maintenance of a register on contracts and monitor the contracts start date, end date and establish alerts on contract renewal

· Lead in the development, review and recommendation of policies and processes for efficient and smooth running of IT systems in areas of access, audit logs, IT service request management, managing contracts and product life span

· Manage outsourced partners and service providers to ensure smooth operations of IT services

· Participate in strategic and budgetary planning processes, prepare and administer work unit operating budget; provide recommendations on desired goals and implement new/revised programs according to established guidelines

· Support Business Continuity and IT Disaster Recovery activities and planning

· Lead in managing IT service requests, change and incident management

· Support IT audits and compliance activities

· Establish process, procedures and communications plan and execute the review of user access on IT systems in accordance to organization standard and policy

· Establish process, procedures and communications plan and execute the review of audit logs on IT systems in accordance to organization standard and policy

· Collaborate with Project Management Office and outsourced vendors on the successful transition of completed projects to maintenance phase

· Lead in initiatives on continuous improvement of IT operations

Requirements

· Bachelor’s or Master’s degree in Computer Science/Engineering. 

· 10 to 15 years of IT operations work experience, with at least 3 years of experience in IT Service management and/or helpdesk operations area.

· Experience in large account management.

· Ability to engage and manage stakeholders.

· Ability to build strong understanding of IT service management, including their drivers for success, process and approaches for effective monitoring, control and support of service delivery.

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