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