Robert Walters

Service Operations Analyst (40-45k/month) - MNC (BB-5624A)

Found in: Neuvoo HK

Description:

Our client is looking for a Service Operations Analyst.

Responsibilities:

Service/Process Improvement

  • Engagement in and understanding of IT internal processes
  • Facilitate work sessions and process workflow modelling with IT teams in order to collaborate on process improvements, automation capabilities and clearly define end to end use cases
  • Follow ITIL best practices, ensure that appropriate policies, processes, procedures, standards and controls are in place within the IT environment
  • Bring inconsistencies or inefficient processes to the attention of process owners
  • Maintain a complete understanding of IT policies and processes that are needed for an enterprise
  • Conduct service audits against defined policies and processes to highlight areas of improvement or concerns
  • Problem Management

  • Analyse recurring incident trends for areas of improvement and help drive timely closure of open problem tickets
  • Serve as a support representative for cross organisational problem initiatives
  • Perform proactive activities designed to promote a problem free production environment
  • Ensure root cause analysis is performed to a satisfactory level and permanent solutions are implemented when possible
  • Creation of dashboards/reports to show progress/performance metrics
  • Requirements:

  • Minimum five years of IT experience with at least three years in IT Service Management (Incident, Change, Problem, Knowledge, Service Improvement)
  • Tertiary qualifications are essential
  • ITIL certifications are desired (i.e. ITIL v3)
  • Ability to multitask and manage multiple activities in a cross-functional environment
  • Excellent verbal and written communication skills; expertise in stakeholder management
  • Strong teamwork and interpersonal skills at all levels
  • Excellent problem-solving skills, and can shift readily between the “big picture” and the small-but-Crucial details, knowing when to concentrate on each
  • Self-motivated
  • Detailed oriented, organised with strong time management skills
  • Key Competencies:

  • Analysis and Problem Solving
  • Leading and Engaging Teams
  • Driving Business Performance and Change
  • calendar_today6 days ago

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