Education:
1. Previous working experience as a Business Analyst for (x) year(s)
2. MA in Business Management, Information Technology, Financial Management or similar relevant filed
- Create process documentation/workflows, knowledge articles, and self-service guidance for IT Services
- Collect and document of business requirements for project and process improvement/automation efforts
- Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
- Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
- Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
- Identify issues and risks
- Bring inconsistencies and problems to the attention of management
- Participate in the problem resolution
- Track major incident management processes and ensure adherence to the process and escalation requirements within the various support and delivery areas
- Prepare incident details for post-mortem incident reviews
- Extract reports and provide a high-level analysis of data for review
- Maintain a complete understanding of and adhere to all IT policies and processes
Skills/Experience
- Excellent organizational and time management skills
- Outstanding communication and presentation skills
- Critical thinker