(A-IT Software - 2662) Business Analyst

Location: Singapore
Discipline: Business Operations
Job type: Contract
Salary: 5000 to 7000
Contact email: career@bcg-rise.com
Job ref: 588688
Published: 3 months ago
Business Analyst/Project Management Office: Actively involve in discovery, define, develop and deploy across workstreams
Primary Role/Responsibilities
  1. Schedule regular cadences with Journey Sponsor, Workstream Leads and all stakeholders, co-ordinate deck, prepare file notes and follow up action items
  2. Support/facilitate for all workstreams:
  3. Requirements gathering, analysis and design for journey / workstreams for end users and service engineers, working with all workstreams, FoW, EASRE, Group Design etc.
  4. Issue resolution
  5. Review and refine UAT test cases
  6. UAT & live verification for rollout
  7. Maintain and track burndown of backlogs, ITAS workplan for all MVPs, interdependencies among the workstreams
  8. 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
  9. Prepare deck / status reporting on ITAS Journey
  10. 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
  1. Review and follow up with support teams on ticket SLA (missed SLA, high ticket volume, high transfer volume)
  2. Review and follow-up on negative sentiments/feedbacks from Employee Experience survey and ticket feedback, escalate if required
  3. Collaborate with HR Learning on mandatory training for service engineers
  4. Recognition for service engineers and top performing app teams
  5. Support Arbitration Team in processing ticket transfer request, handle dispute and ageing cases escalated by users /service engineers
  6. Track and report on ITAS driver and outcome metrics
  7. Schedule bi-weekly cadence with LOBs / markets, prepare file notes and follow up on any action items
  8. Maintain and burn down backlogs as prioritized for ITAS Operate
  9. Perform UAT For D’Concierge / iService enhancements/fixes
Skills required:
  1. Good written and spoken English
  2. Good communication skills
  3. Proficient with MS tools especially MS power point and MS excel
  4. Good business and technical analytical skills
  5. At least 2 years experience in analysis and project management related work
  6. Ability to work well in a team and across teams