Senior Analyst

SENIOR ANALYST (USER AND TECH SERVICES)

Reports to: User Technologyin market organisation and content of all IS support within the region.

Position is responsible for the management of the regional service desk reporting, operational and service level targets, service desk communication, in region project delivery and team development.

Provide input and expertise in defining the strategy and service improvement plans.

Work to agreed budgets, time-scales and quality

Ensure that the relevant Area project activities are completed as per the agreed project plans and scope.

Ensure OLA's, SLA's and KPI's are set for your region and met.

Communication and account management of your In Market Execution teams (IMEX).

RESPONSIBIITIES

Responsible for the overall quality of the End User support services within the Region

Deliver consistent excellent support solutions through exemplary service with integrity and accuracy at its core.

In market vendor negotiation and understanding of commercial planning and management.

Advocate use of and drive understanding of our client Strategy in delivering service regionally

Communications link between IMEX and Service Management ensuring effective conflict resolution.

Liaise closely with Regional IS Directors/IS Managers/Senior Business Analysts/Business Analysts.

Ensuring delivery of Global Strategy whilst sustaining Business demand to the global team.

Highlighting disparate solutions from each Market to the global team.

Own and contribute towards deployment and implementations of future state initiatives in the region.

Maintain a strategic focus ensuring service offering is appropriately aligned with the overarching IMEX strategies.

Promotion of a service and customer focussed attitude amongst all IT Verticals within your region.

Management of High Severity Incidents through to Service Restoration, including communications to the Business in line with agreed procedures.

Promote good security practice to own team and end-user communities; responsible for translations to local languages, point of contact for security related initiatives.

Ensure security vulnerabilities are managed for UTS systems in region.

Ensure appropriate user access management (non-application request) is in place; perform access reviews/periodic checks, appropriate local alignment of Joiners/Leavers/Transfers process.

Ensure compliance to incident management process, security section 8.1.1.1

Responsible for the technical roadmap signoff for your region and marketing of strategy to the business; advising senior management and projects on technology architecture and strategic direction.

Collaborate with the appropriate departments to develop and maintain a technology plan that supports organizational needs.

KEY INTERFACES

Customers, including IMEX Staff (RISD, ISM, SBA, BA)

PD Service Managers

PD Core Competency Team Leads

Service Desk Vendor

All functional groups within IS

QUALIFICATIONS/EXPERIENCE REQUIRED

Vendor Management experience

Service Management experience

Decision making

Creative and Innovative

Interpersonal and communications skills, both written & verbal

Risk Management and Mitigation

Issue Management

Collaborative leadership skills

Management and supervision

Strategic, Broad thinker

Previous experience in a multi country IS Support model

Proven stakeholder management at all levels

Ability to quickly understand business needs and define a repeatable process to meet them

Proven experience in delivering to aggressive timelines within costs

Ability to manage and adapt to change effectively

Technically astute

Broad understanding of Global business operations

Knowledge of technology standards, solutions modelling and services design.

Understanding of hardware systems as well as app development methodologies.

Understanding of infrastructure and SLA's

Knowledge of security, database principles and operating systems.

Demonstrated ability to apply technology solutions to business problems.

In-depth knowledge of specific areas of business

Application knowledge of global systems

Ability to travel.

FLUENCY IN ENGLISH AND FRENCH