Business Analyst (ET)

Responsibilities

• ITSR Transformation & Project Management (Primary Focus)
• Strategic Implementation:
• Actively participate in the discovery, definition, development, and deployment phases of the ITSR platform, ensuring a seamless transition from legacy systems.
• Requirements& Design:
• Lead requirements gathering, analysis, and design for ITSR features, collaborating closely with users, application and services teams, development, other ITSM workstreams and other stakeholders.
• Automation & Efficiency:
• Automated Regression Testing: Work in close collaboration with development teams to design and implement automated regression testing for the ITSR platform, ensuring stability and reliability of new releases. (No direct development required).
• Ticket Volume Reduction: Drive initiatives and strategies aimed at reducing monthly support ticket volumes, leveraging process improvements, automation, and user education within the ITSR framework.
• Automated Reporting: Lead the automation of service request ticket analysis dashboards and reports, transitioning from manual data extraction and manipulation (Excel, PowerPoint) to a streamlined, automated reporting solution.
• Project Governance & Reporting:
• Schedule and facilitate regular cadences with Journey Sponsors, Workstream Leads, and stakeholders, including preparing meeting decks, file notes, and tracking action items.
• Maintain and track burndown of ITSR project backlogs, overall work plans, and manage interdependencies among workstreams.
• Prepare and present comprehensive status reports and management presentations on ITSR journey progress.
• Quality Assurance & User Acceptance:
• Support and facilitate issue resolution throughout the ITSR implementation lifecycle.
• Review and refine UAT test cases, and conduct UAT and live verification for ITSR rollouts.
• Validate designs and prototypes;
• Communication & Collaboration:
• Collaborate with relevant parties on communications and broadcasts related to ITSR rollout and broader ITSM initiatives.
• ITAS Operations (BAU) - Secondary Role/Cover:
• Performance Monitoring: Actively track and review actionable insights and observability from the ITAS Control Tower, focusing on ticket Service Level Agreements (SLAs).
• SLA & Backlog Management: Review and follow up with support teams on ticket SLAs (missed SLAs, high ticket volume, high transfer volume), and maintain and burn down backlogs as prioritized for ITAS Operations.
• Feedback & Sentiment Analysis: Review and follow up on negative sentiments and feedback from Employee Experience surveys and ticket feedback, escalating issues as required.
• Training & Recognition: Collaborate with HR Learning on mandatory training for service engineers and support recognition programs for service engineers and top-performing application teams.
• Dispute Resolution: Support the Arbitration Team in processing ticket transfer requests, handling disputes, and managing aging cases escalated by users/service engineers.
• Metrics & Reporting: Track and report on ITAS driver and outcome metrics.
• Stakeholder Engagement: Schedule bi-weekly cadences with Lines of Business (LOBs) / markets, prepare file notes, and follow up on action items.
• Enhancement UAT: Perform UAT for ITSR enhancements and fixes.

Requirements

• 5 to 6 years of working experience, with significant exposure to Service Management principles and practices.
• Proven experience in IT application or infrastructure development or support.
• Demonstrated experience in Agile, Scrum, or Kanban methodologies for managing IT projects or operations.
• Strong project management skills or experience inleading and managing diverse stakeholders.
• Exceptional analytical and critical thinking abilities, strong data analysis skills, and a meticulous, process-oriented, and audit-compliant mindset.
• Proficiency in MS Office tools, particularly MS Excel and PowerPoint, for data analysis and preparing compelling management presentations.
• Possess relationship-led qualities, coupled with the ability to be strong and firm with stakeholders, especially regarding process compliance.
• Experience in designing or implementing automated testing solutions is highly desirable.
• Familiarity with reporting tools and dashboard automation is a plus.
• Angeline Aw Kwee Choo (R24125869)
• A-IT Software Services Pte Ltd
• EA License No: 24C2345

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