Service Analyst - Application Support

Position Overview

This position requires exposure and experience to manage Project Delivery & the relevant Support Activities, for the scope under Support Services.

Role & Responsibilities

Project Delivery:

• Manages projects or multiple projects and drives cross functional teams in a structured and methodological manner to meet the business objectives.
• Plan and drive the required procurement activities including seeking the project scope and funding approval from the respective approving authority.
• Monitor and track project progress to resolve issues across different functions immediately and mitigates any potential risks early to avoid project failure.
• Work in collaboration and coordinate with business users, internal and external teams, and vendors to ensure project is successfully completed within budget & scope, on time and with quality.
• Provide regular progress update to key stakeholders and management and escalate issues for resolution in a timely manner.
• Build partnership with internal and external stakeholders of projects.
• Articulate and influentially communicate to both internal and external stakeholders and work well in a team environment.
• See interconnections, anticipate operational issues across all parts of the projects and develop creative strategies to address them.
• Participate in annual work-planning and manage the estimation of budget of new demands.

Service Operations:

• Provide on-going maintenance support for production systems/applications and 24/7 stand by support.
• Attend to user queries, analysis and investigation of production issues reported, ensuring the issues are fixed as per user requirement.
• Evaluate potential solutions and make recommendations to resolve application issues and user queries.
• Logs issues received, track and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
• Assist in root cause analysis for issues and implement preventive measures to prevent recurrence of issues.
• Participate in the system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes.
• Involved in change management process (Change Approval, Implementation, Testing, Deployment and verification)
• Perform administration matters such as contract renewals, SSL Cert purchases and renewals.
• Work with business users and build good rapport.
• Collaborate with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies.
• Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements.
• Collaborate with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems, and changes.
• Provide periodic updates and reports to internal and user management.

Requirements

• Degree in Computer Science, Computer Engineering or equivalent
• Successful track record in Project Management, User and Vendor Management and leading large-scale projects
• Successful track record in Service Operations Management.
• Strong business process and analytical skills with the ability to assimilate information quickly, while being able to communicate complex requirements and issues clearly and concisely.
• Good oral and written communication skills as well as good presentation skills with ability to conduct presentations comfortably to large group and senior management.
• Strong relationship building, interpersonal skills and leadership, able to work independently as well as in a team.
• Able to adapt to fast changes and work under pressure
• Experience in healthcare industry is an added advantage