Business Analyst/Project Management Office: Actively involve in discovery, define, develop and deploy across workstreams
Primary Role/Responsibilities
- Schedule regular cadences with Journey Sponsor, Workstream Leads and all stakeholders, co-ordinate deck, prepare file notes and follow up action items
- Support/facilitate for all workstreams:
- Requirements gathering, analysis and design for journey / workstreams for end users and service engineers, working with all workstreams, FoW, EASRE, Group Design etc.
- Issue resolution
- Review and refine UAT test cases
- UAT & live verification for rollout
- Maintain and track burndown of backlogs, ITAS workplan for all MVPs, interdependencies among the workstreams
- Validate with end users and application teams on design /prototype for ITAS rollouts e.g. validate the labelling for applications/services migrating from iService to AskIT
- Prepare deck / status reporting on ITAS Journey
- Collaborate with relevant parties on EDM related to rollout for ITAS
BAU Operation: Actively track and review actionable insights and observability from Control Tower for ticket SLA - Secondary Role/Responsibilities as cover
- Review and follow up with support teams on ticket SLA (missed SLA, high ticket volume, high transfer volume)
- Review and follow-up on negative sentiments/feedbacks from Employee Experience survey and ticket feedback, escalate if required
- Collaborate with HR Learning on mandatory training for service engineers
- Recognition for service engineers and top performing app teams
- Support Arbitration Team in processing ticket transfer request, handle dispute and ageing cases escalated by users /service engineers
- Track and report on ITAS driver and outcome metrics
- Schedule bi-weekly cadence with LOBs / markets, prepare file notes and follow up on any action items
- Maintain and burn down backlogs as prioritized for ITAS Operate
- Perform UAT For D’Concierge / iService enhancements/fixes
Skills required:
- Good written and spoken English
- Good communication skills
- Proficient with MS tools especially MS power point and MS excel
- Good business and technical analytical skills
- At least 2 years experience in analysis and project management related work
- Ability to work well in a team and across teams