(Senior) Analyst, Digital Solutions Operation

Job Purpose

(Senior) Analyst and Digital Solutions Operation plays two key pivotal roles as Senior Analyst and Lead Support role. As an analyst, this role is responsible in facilitating business requirements gathering across diverse domains, conducting root cause analysis to address pain points and improve processes, collaborating with development and design teams for solution selection and design, managing stakeholder relationships, overseeing backlog management and testing coordination, and maintaining comprehensive documentation.

Additionally, they are responsible for managing the support team's operations and resources for post Go-Live applications, performing Scrum Master duties if needed, supporting project activities from initiation through deployment, supervising external vendor resources, collaborating with third-party vendors, ensuring smooth transitions between development and support phases, generating reports and metrics, and utilizing data-driven insights to drive continuous improvement in support operations and software systems.

Key Accountabilities

1. Facilitate Business Requirements Gathering:
   • Engage with project initiatives (product owners) from diverse business domains to gather business requirements
   • Understand the root cause of pain points and their interconnection with other applications and functions
   • Break down silos and guide end-users to understand use cases beyond the pain points
   • Collaborate with software developers and UI/UX designers to assist project owners in solution selection and develop solution designs (functional, technical, data, and security designs) accordingly
   • Ensure that business requirements are logged in sprint backlogs
   • Work with Software Testers to coordinate testing, bug fixing, and facilitate user acceptance testing
   • Perform Scrum Master duties, if necessary, within the team and assist the Technical Agile Coach in Scrum ceremonies
   • Drive, manage, and take responsibility for the software design, maintenance of software systems, and implementation of multiple digital solutions
2. Lead Support Resource and Stakeholder Relationship Management:
   • Coordinate with development teams to ensure seamless transitions between development and support phases
   • Manage stakeholder relationships to seek concurrence with the design and requirements
   • Manage schedules, workload allocation, and resources within the support team to ensure optimal performance
   • Support project activities from initiation through deployment and application maintenance

Key Accountabilities (Cont.)

2. Lead Support Resource and Stakeholder Relationship Management: (Cont.)

• Manage and supervise external vendor business analyst resources
• Oversee day-to-day operations of the support team, ensuring timely and effective resolution of customer issues
• Lead and collaborate with third-party vendors, partners, and external resources to ensure seamless support operations
• Evaluate and manage vendor performance to ensure they meet our standards and objectives
• Assist in negotiation and manage contracts and agreements with third-party service providers

3. Documentation and Reporting:

• Maintain comprehensive documentation of support processes, best practices, and procedures.
• Generate reports and metrics related to support team performance, vendor evaluation reports, post-implementation reviews, and customer satisfaction.
• Utilize data-driven insights to make informed decisions and drive improvements

Professional Knowledge & Experiences

• Bachelor’s degree or higher in Computer Science, Computer Engineer, Information Systems, or equivalent field of study and professional experience.
• Minimum of 7 years of experience as a business analyst and system analyst
• Minimum of 3 years of experience as software developer
• Minimum of 5 years of experience in application support and software lifecycle.
• Be able to drive and facilitate business requirement gathering activities.
• Experience in managing third-party vendors in a project implementation.
• Understanding of software development lifecycle and application supports.
• Strong analysis, and problem resolution skill.
• Excellent communication, and interpersonal skills.
• Customer/business focused, result-oriented, and service mindset.

Professional Knowledge & Experiences (Cont.)

• Experience in Oil and Gas industry would be an advantage.
• Understanding of application architecture, data architecture and software development best practice.
• Agile development methodology (Scrum, Kanban) and waterfall
• Experience or knowledge in Design Thinking process is preferred.
• Proficiency in using tools such as JIRA, ServiceNow, GitLab