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Keywords / Skills : consulting, transition, confidentiality, partnership, service management, project leader, consultants, manager, reliability, analyzing, project charter, sox, business solutions development, technology, cross functional, change management, management, monitor, procurement, implementation, integrity, legal, pc, catalogue, business requirements, usage, system solutions, customer satisfaction, system analyst, finance, schedule, assignment, deliverables, attention to detail, delivery, consultant, business processes, affiliates, deployment, improving, service delivery, business systems, project management, analytical skills, training, ms office, defining requirements, suppliers, compliance, budget, project, communications, practices, business management, service level, status reports, design, corrective actions, usability

0 - 0 years
Posted: 2018-06-13

Customer Service/ Call Centre/ BPO
Software Engineer/ Programmer
Customer Service Executive (Voice)
Other Roles
Posted On
13th Jun 2018
Job Ref code
Job Description
purpose of the position: - understand business needs, participate in defining requirements and proposing business systems solutions, and implement the agreed change. - support 200+ customers in six markets within the middle east on is related initiatives. plan and execute projects under the guidance of project leader/manager, utilizing and adhering to project management best practices. communicate with users on an ongoing basis to review project requests, assess project phase scope, manage resources, provide status updates, and plan, schedule and coordinate project tasks and deliverables. principal accountabilities: 1. business solutions development and support • understand, analyze and define business and technical needs together with business function representatives. • participate in design, development and deployment of local solutions for the business function following the global client standards, principles and practices. anticipate and identify issues that may impact the support or performance of a system and initiate corrective actions. • provide maintenance and support for local and global is system solutions. ensure quick and efficient incident resolution according to service level agreements to achieve high customer satisfaction. • initiate and implement systems changes to meet new objectives and/or to reduce development and support efforts • ensure appropriate system’ documentations and training programs/materials are in place 2. project management • plan and lead the execution of the assigned project phases, ensure the delivery of expected functionalities within agreed scope, budget, resources and timing. identify future service owner and define service delivery model and transition to service provider • apply project management, change management, service management methodology and usability practices based on known solutions, applications and best practice assuring adherence to is standards • manage allocated resources for assigned projects phases anticipate and mobilize cross functional resources when required (procurement, legal, technology, finance, 3rd party suppliers and consultant, etc.) • monitor and assess regularly the project progress and escalate the issues to the stakeholders on a timely basis. communicate regularly with the project team, and prepare project status reports and other project information for the project stakeholders. • contribute to resolution of project related issues by analyzing, identifying and proposing solutions • develop and distribute quality project-related documentation to all interested parties, including project plan and schedule, project charter, communications plan, requirements document, design document, deployment plan, test plan, maintenance transition plan, and notification of project end. 3. partnership with business, other is organizations and external providers • acquire in-depth knowledge of business processes and function in the area of responsibility. provide expertise to identify innovative business systems solutions. act as a consulting partner and assist is and business management to identify opportunities for improving key processes and promote solutions to achieve business objectives. • maintain good working relations with client global is functions to increase awareness of local specifics to be able to successful implement business requirements. maintain relationship with is counterparts in other client affiliates to foster exchange of solutions and experience between affiliates. • participate in identifying opportunities in which external service providers can help us to deliver quality services to our customers and leverage is costs. maintain partnership with service providers. supervise 3rd party suppliers and consultants. 4. service management • understand the global service delivery model and client standard service management processes and know service catalogue • analyze, identify possible solution, prioritize and resolve support requests by applying incident and change management processes • develop work plans for day to day support, plan and implement changes without disruption • recommend service/technology improvements for availability, reliability and performance • keep up to date with the skills required to support is services 5. understand and promote global applications portfolio • plan and organize the implementation of global solution packages with the target to support business in adapting to client processes, to deliver quicker to the customer and to leverage is costs. • understand business needs, define is solutions from the global is offering to deliver is services required by the function. proactively identify business requirements not supported by the global is portfolio, communicate and agree the solution with the global function. 6. is security -ensure adherence to all client principles and practices on security and compliance by assessing and implementing is security requirements (standards, guidelines, sox, etc) in order to minimize risks regarding confidentiality, integrity, and availability of company information. 7. other - listed above according to overall responsibility areas are the major duties, responsibilities and expectations associated with this job. while this description is intended to provide a generally complete summary of the job requirements, it does not preclude the assignment of additional tasks or responsibilities necessary upon local and client management requests to accomplish the overall company objectives. • fluent in english • pc business usage (ms office) • strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy • proven work experience as a system analyst • proven track record in automating

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