?Job Title Apps Service Senior Analyst
Location/Site：Multiple Locations (ISC/ LA SB/ GUA/ AP SB)
The Service senior Analyst provides functional expertise and support to business users, including ITIL Service Delivery process, Deliver Continuous Improvement projects and also Template deployment project roles. This role will be part of the Global Applications Service Delivery team based in various hub sites.
Please list the most important and relevant responsibilities
Handle incidents/problems raised by Functional experts, ensure the service level agreements are met. Leverage company solutions (e.g. ServiceNow) for incident/problem management and handles crisis call or whiteboard if necessary.
Assist with change management activities which include release and production slots
Be able to adapt and work productively under IT Operating Model
Be able to support remotely and engage other business segments (regional and global)
Monitor application system’s performance; make sure the system’s stabilization and operational reliability meet agreed level
Work with other teams globally, regionally and locally to ensure global coverage is provided and excellence shared
Continuously identify and improve system to meet business’ growing requirements
Lead global/regional/local CIP-Continuous Improvements for supported applications
Develop/maintain/improve standard operational procedures
Be part of an out of hours callout service for problems with business critical systems, including follow the sun requirements and activities
Identify recurring problems and participate on resolution
Understand, interpret architecture/ Support interfaces and perform technical troubleshooting
Work on Support Take On Activities
Plan, test and implement enhancement, requests that deliver genuine business benefit
Involvement in project activity, including supportability advice and providing support to Development Teams during the systems delivery lifecycle.
Outage coordination in the region
Report on Service metrics
Education & Professional Qualification:Bachelor or higher degree in Computer Science or Information Systems is preferred.
Good communication, especially in English and interpersonal skills
Strong analytical and problem solving skills
Having programming and administrative skills is preferred
Knowledgeable is IT infrastructure & application development environment
Good business process understanding on FMCG (Fast Moving Consumer Goods) industry (preferred)
3-5 years application support, development or project experience in various functional areas
Ability to work effectively in a flexible and changing environment, manages multiple activities and priorities, and work well under pressure