IT Business Analyst for IT Industry

Position : IT Business Analyst for IT Industry
Report to : Head of Business Analyst
Work Location : Jakarta



Job Duties
Provide support to solve customer complaint to achieve customer service exellence
Provide support on improvement project based on customer service feedback 
Provide data to senior manager about product / service progress
Provide data of Change Management, Problem Management, SIP to SM in order to give description of SLA achievement
Conduct incident management activities in order to ensure the quality of service
Perform incident resolution as assigned by Incident Manager in order to achieve excellent service quality
Perform action as planned and defined by IT Security Manager to achieve excellent service quality
Conduct consulting to Service Desk regarding the ticket assignment to get correct service assignment
Provide relevant data to analyze problems (analyzing repeated incident, root cause, and temporary solution)
Conduct change request development and testing in order to respond the customer's request
Provide support for SIP Proposal to improve the current service
Provide support by having handover session conducted by project team, and checking the documentation to have a smooth handover process.



Requirements
Knowledge on Business Analyst, Project Management and control, ITSM, ITIL
Minimum 4 years of working experience in the related field
Having experience in managing subordinate (involve in project management)
Having deep knowledge related to SDLC (Software Development Life Cycle)
Actively communicate in English both oral and writing



Desirable Experience
Multifinance Business Process is more preferable



Desirable Character
Intelligent, open minded, willing to learn, cooperative

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