Job Description

Position Overview
The Business Analyst's key role is to serve as a single point of contact for ensuring smooth operations of the IT systems that are 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.
Role & 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.

Requirements

• Bachelor's or Master's degree in Computer Science/Engineering.
• 3 to 8 years of IT and business or healthcare (added advantage) work experience; with 5-6 years in project management and implementations.
• Experience in engaging, facilitating and managing workgroup sessions.
• Ability to understand business operation, including their drivers for success, process and approaches and propose creative and practical solutions to address their business challenges.
• Excellent communication skills - both written and verbal.
• Excellent active listening skills.
• Able to communicate and articulate business objective and deliverables in a clear and concise manner to different target audience group.
• Able to effectively present the proposed solution to the stakeholders and business units.
• Able to rationalize processes and suggest improvements or workarounds
• Able to influence others and move toward a common vision or goal.
• Establish and maintain strong relationships with stakeholders.
• Flair in problem solving and root cause identification skills.
• Possess strong analytical skills, including an understanding of business domain and financial resources.
• Able to engage in multiple initiatives simultaneously.

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