Job Openings at Kenya Airways

Reporting to the Manager Operations Systems Delivery, the Business Analyst provides strategic business analysis services to business partners. The focus of this position is to work closely with the business units to gain in-depth understanding of the units’ strategy, processes, services, roadmap, and the context in which the business operates to drive digital transformation. This includes identifying and proposing the right IT solutions to business problems to increase revenue, improve customer satisfaction and increase productivity and efficiency. This role will be key to understanding and documenting capabilities needed to address business challenges.

Principal Accountabilities include:

• Working with business partners to elicit requirements and capture business needs.
• Clearly articulate and document business requirements.
• Assess the risks of various solutions and prioritize competing business demands.
• Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.
• Manage ongoing relationship with business partners to drive satisfaction with IT.
• Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.
• Obtain key inputs from enterprise architecture teams and identifies solution interdependencies.
• Provide on-going support to requirements changes and enhancements on IT system during system maintenance period.
• Proactively resolves customer satisfaction issues.
• Constantly looking out for ways to improve business practices and efficiencies through automation.

Knowledge, Skills, and Experience

• Bachelor's degree in Computer Science/ Information Technology/BBIT
• 3- 5 Years of Business Analysis experience
• Must have CBAP™ certification
• Demonstrated ability to communicate in both verbal and written communication
• Demonstrated analytical skills
• Experience conducting cost/benefit analysis
• Ability to prioritize requirements and create prototypes and mockups.
• Critical thinking and problem-solving proficiency

Desired Behavioural Competencies

• Leadership skills
• Decision making skills
• Negotiation and Persuasion Skills

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Reporting to Manager, End User Computing and Support Services, the ideal candidate will provide the liaison between the customer, IT support team and the Vendor in ensuring timely resolution of incidents and requests as well as escalations as per the defined Incident management process. The role ensures the incidents are resolved as per the SLA. It also participates in problem management. The role also identifies the end user parts requirements through thorough analysis of trends of the incidents and requests raised through Service desk. The role keeps the IT team informed on issues affecting customer.

Principle accountabilities include:

• Ensure the number of Incidents and Requests are logged accurately.
• Investigation and providing support for all end user requests.
• First level resolution of incidents/service requests.
• Escalating incidents/service requests that they cannot resolve within agreed timescales to the IT support teams and vendors.
• Communication to the IT Management on major incident progress.
• Problem-fixing all incidents, requests, and other calls.
• Provide guidance on the quality of replacement spares and parts.
• Application and Network links monitoring, reporting and follow-up for resolution.
• Receive, classify, prioritize, and log incidents and requests on daily basis.
• Build and maintain excellent relationships with all customers of the Service Desk while maintaining quality and expectations. Support and configure end users on various standard and business applications like Email and internet.
• Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.
• Keep affected customers informed about incident and request resolution progress on daily basis, notifying them of impending changes and or agreed outages etc.
• Implement Service Support policies, plans and strategies relating to ITIL incident, and request Fulfilment and others as may be applicable. Adherence to IS processes e.g Incident Management, Request fulfillment, VIP.
• Identify and report immediately to IT Management any potential IT risks in the user environment.
• Detection of possible problems and assignment of these to problem management.
• Participate in the problem management process.
• Analyzing and reporting on: Calls trend, Vendor performance trends, Performance trends on applications and end user device components.
• Prepare performance and ad hoc reports to measure and improve incident management among others.

Knowledge, Skills, and Experience

• University degree in IT or relevant field
• At least 1- 3 years’ experience in offering technical IT support in a busy environment
• MCP
• ITIL foundation certification
• A+ or equivalent
• Vendor based technical training/ certification e.g. HP/Dell

Desired Behavioural Competencies

• Customer Service Orientation
• Teamwork and Cooperation
• Accountability
• Creativity and Innovation
• Communication
• Results Orientation
• Ability to work with minimum supervision
• IT proficiency and skill
• Customer service
• Experience in logistics