IT Service Desk Process Analyst - FIS Global - Manila
FIS Global
Manila, PH
11d ago
source : jobs4it
  • Job Description : As a Systems Analyst you will be responsible for the development of business process improvement programmes.
  • Responsible for validating and maintaining specific business processes which will range in complexity and scope; with the overall aim to provide a baseline for improvement.

    Working with key support groups and stakeholders, the Systems Analyst will conduct proactive analysis of all existing processes and recommend changes and enhancements focused towards improved quality and efficiency.

    The Systems Analyst will assess and review existing practices and procedures with a motivation to determine improvements that will achieve maximum optimization.

    The successful candidate will have excellent communication skills and be able to produce documentation to a high standard.

    They should display high attention to detail and be able to establish effective working relationships with colleagues, clients and business representatives globally.

    Responsibilities : Collaboration with internal teams and stakeholders to fully assess and understand process requirements.

    Deep dive into specific process areas to identify gaps or errors. Undertake data gathering, root cause analysis exercises and work with peers to clearly define key improvement initiatives.

    Analyse process models as they are (As-is). Document and compare them to the future and improved designs (To-be) and work with wider support teams to determine the plan / approach for reaching the improved state.

    Collate data metrics / feedback on process compliance and effectiveness. Use detailed analysis to provide measurable data on process performance and highlight potential process improvement initiatives.

    Challenge the status quo and focus on processes with higher complexity, effort and frequency.Monitor and execute qualification and approval model for all new / changed processes to be transitioned to the Global IT Helpdesk.

    Be a champion for change and influencer for driving efficiency and automated solutions across a number of areas including Global Support and IT Delivery Services.

    Facilitating workshops and interviews with Subject Matter Expert's.Ability to translate findings to a variety of audiences, gaining approval and turning findings into clearly defined action plans and outcomes.

    Maintain current and develop new business processes to approved standards, validate them with relevant stakeholders and apply agreed governance procedures and sign off.

    Work with peers to schedule and deliver training to support teams.Translating end user application / system requirements and ensuring the delivery team has a thorough understanding of these requirements.

    Challenge the business where appropriate to manage expectations and highlight risks / issues.Preparation of test scenarios, system testing and change management to ensure successful transition of new or change processes to production.

    Report status and progress of initiatives to the Global IT Services Manager.Essential Experience : Excellent organisational and planning skills.

    Strong analytical skills, capable of clearly identifying and solving problems proactively.Ability to help facilitate workshops and focus groups.

    Strong initiative; able to self-manage, must be detail oriented.Comfortable with ambiguity and able to manage accordingly to maintain progress.

    Lead and own tasks through to completion with minimum supervision.Excellent time management skills and ability to meet individual and team deadlines.

    Experience using standard project and business tools including MS Excel, PowerPoint, Project, Visio and SharePoint.Team player capable of working effectively with technical and business resources.

    Articulate with effective communication, written, interpersonal and presentation skills to be able to present clearly to various audiences as required.

    Highly organised with a structured but pragmatic and, where needed, flexible approach in order to ensure deadlines are achieved.

    Work Experience : Ability to develop, document and maintain operational policies and procedures.Proficient in the use of analytic tools such as data gathering and analysis, spreadsheets, flow-

    charting and process diagramming.Competence at process mapping and process management (desirable).Able to monitor progress against targets and providing updates as necessary to manage expectations.

    Proficient in the use of analytic tools such as data gathering and analysis, spreadsheets, flow-charting and process diagramming.

    Intermediate knowledge and experience of MS Excel, including knowledge of Pivot Tables and VLookup.Desirable Experience : Use of Macros in MS ExcelPowerShell scriptingJob Qualifications : Proven success in the following job competencies : Analysis and ReportingPlanningCommunication and PresentationCustomer Focus and Relationship BuildingChampion for ChangeProblem SolvingWith a 50-

    year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

    We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.

    Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

    FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.

    For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice.FIS is an equal opportunity employer.

    We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

    The EEO is the Law poster is available here and hereFor positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer : In developing this job description care was taken to include all competencies needed to successfully perform in this position.

    However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.

    All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.As part of the selection process this role may require an assessment to determine suitability

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