Operations Analyst 2+ Yrs

Job Description

The Corporate Mobile team are looking to hire ananalyst to support the Service Management function in Asia .

Role will be office based 5 days a week.

The candidate will be joining an established team to support mobile MDM and the associated services which includes interfaces withtelecommunication vendors that provide us the corporate phones in Asia. We have the presence in 12 countries in Asia.

The ideal candidate would should have an understanding of ITIL service management functions , a keen interest in technology (Ideally Mobile telephony services within an end-user computing team) and be able to document and execute processes well.

The candidate could be an entry level position looking to get into service management provided they have the intuition and basic understanding.

Day to day activities could include but are not limited to

• Produce reporting for the Service Manager to support risk compliance activities associated with user migrations, regulated users, corporate mobile device lifecycle management adherence to Bank policies standards
• Communicate with various stakeholders to build a deployment planof new / changed products and services
• Analyze demographic, usage spend data produce service outputs metrics to support the Service Manager with periodic customer engagement sessions aimed at improving relationship management.
• Help with facilitation planning of customer engagement continual service improvement sessions and act as scribe for Service Manager during session.
• Periodic incident aged ticket analysis to identify major ticket drivers, trends, and service improvement opportunities for the Service Manager during the migration effort.
• Coordinate service reviews with local telco carriers
• Own ad hoc business reporting requests and identify opportunities to enable the business to self-serve based on reporting requirements.
• Provide analytical support and ad hoc reporting for on-going projects rollouts.
• Knowledge management - review and update end user service desk material.
• Work with the company owned AI Assistant support tool to develop and enhance support flows during the migration effort.
• Collaborate with supporting teams to own and manage backlog of improvement initiatives for central tooling.
• Logical problem-solver able to autonomously work through challenges but equally able to engage and collaborate with others
• Process definition optimization skills

Qualifications :

Data analysis skills (e.g. MS Excel, MS Access, PowerBI)

Presentation skills (e.g. MS PowerPoint)

Strong communication skill in English is essential

Bilingual skills for other Asian languages is ideal but not essential

Stakeholder Engagement (Upwards and downwards)

2-3+ years' experience in analytical role in the Financial Services sector.

Degree level education or equivalent work experience.

ITIL V4 Qualification

Skills Required

analytical support