Continual Service Improvement Analyst at M-Gas

About the Job

• Role will be responsible for eliciting, analyzing, validating, specifying, verifying, and managing the business needs of the business stakeholders, including customers and end users. The Holder will also be responsible of document and tracking resolution of all identified IT problems

Duties & Responsibilities

• Lead requirements analysis, validation, and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable; and transfer the same knowledge to the development team. 
• Elicit requirements using interviews, document analysis, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, competitive product analysis, task and workflow analysis, and/or requirements workshops 
• Actively develop and/or assist with developing project scope, goals and suggested format for project implementation to meet both internal and State requirements. 
• Analyze current business practices to recommend solution to enhance efficiency, improve workflow, and/or solve problems. 
• Work with Quality assurance analysts to ensure the fulfillment of technical requirements, and review quality and accuracy of project deliverables; 
• Ensuring assigned Problems are resolved within their SLA 
• Updating and management of the Known Error Database (KEDB) 
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. 
• Participating contributing to major Problem review 
• Preparing change requests for the Senior Manager to eliminate known problems. 
• Working with Cross functional teams to identifying underlying causes of incidents and preventing recurrences. 
• Minimizing the impact of unavoidable incidents. 
• Making temporary solutions (workarounds) available to incident management. 
• Ensure development of final solutions for known errors. 
• Performing trend analysis of important services or historical incidents 
• Investigate and diagnose assigned problems for workarounds and/or root causes. 
• Review and accept or reject assigned known errors. 
• Investigate and diagnose assigned known errors and propose solutions and workarounds. 
• Implement corrective actions and close known error. 
• Participate in the IT quality assurance process. 
• Participation in the business initiatives prioritization stage

Personal Attributes

• Thorough knowledge of modern techniques in system analysis and design in an environment of multiple systems including multi-user networking and communications 
• Ability to interview users, determine needs and translate to determine most appropriate solutions 
• Ability to gather and present technical information effectively in oral and written form to allow a vendor or in-house developer to know exactly what is needed, expected results, and impact of change 
• Advanced skills in problem solving and the ability to multitask effectively while managing several projects simultaneously. 
• Ability to prepare technical reports, documentation and manuals 
• Excellent interpersonal skills, including teamwork, facilitation, and negotiation skills. 
• Ability to communicate (verbal and written) with business units that rely on that information to define system requirements or organizational processes 
• Excellent planning and organizational skills
• 3+ years of experience in any of the following, Business Analytics, Scrum Master or Project Management; 

Academic Qualifications
Qualification Name  

Level

• Bachelor’s Degree In IT or Computer Science or related fields    Degree
• Certification in both ITIL Foundation and PRINCE2 or PMP or Scrum or related    Professional

Skill Qualifications
Skill  

Level

• Knowledge of modern techniques in system analysis and design in an environment of multiple systems including multi-user networking and communications    Proficient