Openings >> Service Operations Analyst
Service Operations Analyst
Summary
Title:Service Operations Analyst
ID:5285C
Location:Singapore - Hybrid
Description

Who is BGRS?
 

BGRS develops and implements comprehensive talent mobility solutions for corporate and government clients worldwide. With deep industry experience and unparalleled insights on the future of talent mobility, we enable our clients to craft mobility programs that will empower them to attract, retain and develop top performers.


Role Overview

Reporting directly into the Service Operations Manager, the Service Operations Analyst will be responsible for ensuring that Information Technology services offered meet the business needs of BGRS utilizing Information Technology Information Library (ITIL) Service Management (ITSM) policies, processes and procedures. This involves activities associated with building relationships, gathering data, evaluating current / future state, collaborating on solutions and measuring improvements through the ITSM framework. Additionally, the role will entail managing Change, Problem and Incident Management which will involve maintaining policies, processes & procedures, drafting communications, hosting regular governance meetings, driving continuous improvement and helping to articulate the value Infrastructure & Operations brings to BGRS in business terms.

What You'll Be Doing
 

  • Ensure ITSM frameworks helps achieve business objectives with a focus on a positive customer experience and exceptional service quality.

  • Manage the Change, Problem and Incident Management ITIL processes

  • The role is expected to focus on IT Service delivery within the ITIL framework of:

    • Service Strategy (Portfolio / Demand / Ops)

    • Service Design (Service Level / Availability / Capacity / Continuity / Catalog)

    • Service Transition (Change / Evaluation / Knowledge)

    • Service Operations (Incident / Problem / Access / Event / Access / Request)

    • Continuous Improvement

  • Develop a solid understanding of business processes and their supporting technologies.

  • Analyze and understand business operational requirements. Work with various technical staff members within IT operations to determine possible improvements, solutions and timelines.

  • Balance business operational requirements with technical feasibility. Recommend changes in process, development, maintenance and system standards.

  • Utilize IT operational data to conduct research and analysis to quantify IT service opportunities and develop formal recommendations to management.

  • Monitor quality of support service interactions and develop service improvement opportunities

  • Dissect high-level / conceptual information into details that you can communicate in a manner understood by the relevant audiences.

  • Help deliver operational assessments of the IT environment.

  • Prioritize problems to surface most critical needs.

  • Identify & articulate the impact and risk of system changes.

  • Exhibits strong analytical thinking to identify transformational opportunities.

  • Prepare “current state” and “future state” documentation in written and graphical form (flows).

  • Provide recommendations to ensure processes and technologies remain cost effective

  • Maintain a high level of professionalism and client service at all times


What You Bring to BGRS

  • BA / BS Degree in Information Systems, Computer Science, or equivalent experience

  • ITIL v3 and IT Service Management certifications (foundation / practitioner) and implementation experience is a MUST

  • 5+ years’ experience in ITIL Systems Analysis

  • Strong data analysis, reporting and visualization capabilities

  • Exemplary listening, communication and documentation skills

  • Able to establish and maintain solid working relationships with a variety of personalities and skillsets within IT, Business Units and Clients

  • Maturity and ability to work independently and with a team in a dynamic environment

  • Well-developed problem solving/decision making skills

  • Ability to be proactive and to work on own initiative

  • Attention to detail and highly organized

  • Experience with the most common Microsoft Office applications (Outlook, Word, PowerPoint, SharePoint)

  • Experience with a Configuration Management Database (CMDB) tool

  • Proficiency with Excel including pivot tables, charts, conditional formatting & advanced formulas

  • Flexibility to work across global time zones


What BGRS Offers

  • Competitive salary and incentive plans
  • Workplace flexibility for a balanced work/life approach
  • Comprehensive benefits packages and wellness program
  • Generous company-paid vacation days and holiday time
  • Challenging, collaborative, diverse corporate culture
  • Ongoing opportunities for learning and career development
 

Follow BGRS
  
 

As an Equal Opportunity Employer, BGRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law. Employment may be subject to additional background checks, drug testing and fingerprint processing.

This opening is closed and is no longer accepting applications
ApplicantStack powered by Swipeclock