Senior Analyst, Data Integrations Solutions & Support

ROLE DESCRIPTION SUMMARY

The applicant is responsible for the business analysis activities and application support including management and processing of incoming user requests or reported issues and forwarding of issues to external teams within the department’s environment. As part of the role, the Analyst will document and manage requirements for data integration projects and will liase with internal development teams to align and implement the requirements. The applicant will ensure a proper and effective follow-up of the tickets and will manage a quick and transparent communication towards the end-users, development teams and suppliers.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Business Analysis Area:
  • Gather, analyze and specify complex functional and non-functional requirements from the SES Business
  • Evaluating business processes, anticipating requirements, uncovering areas for improvement and provide solutions
  • Serve as a liaison between stakeholders and users
  • Performing and supporting User Acceptance Testing
  • Produce written documentation in our documentation systems
• Support Area:
  • Ensure the analysis and resolution of all incoming department related incidents and requests
  • Ensure all department related KPIs as defined by the IT department have been reached
  • Actively and independently manage the open incidents in the department’s support queue to ensure detailed updates, follow-up and resolution
  • Ensure all information is correctly logged in the ServiceNow and Azure DevOps tool
  • Ensure repetitive incidents are properly documented to facilitate future resolution of similar incidents
  • Transfer incidents that cannot be resolved to 3rd level support or suppliers
  • User management within the department’s operated applications
  • Perform other tasks falling within the scope of area of expertise as requested
  • Ensure compliance with procedures, methodologies and audit rules
  • Flexibility of working hours may be required to be in line with CET

COMPETENCIES

• Ability to work independently with minimal supervision
• Ability to take decisions in critical situations
• Ability to integrate into cross-functional teams, work internationally in a matrix-managed, results-oriented environment
• Excellent communication and presentation skills: ability to effectively interact with all organizational stakeholders
• Analysis skills that enable you to grasp complex requirements
• Ability to set priorities autonomously and to deliver results, even under tight deadlines
• Ability to overcome resistance to change
• Ability to work in agile project environments
• Ability to think out of the box
• Self-motivated and demonstrate “doer mentality”
• Excellent communications skills, both written and oral.

QUALIFICATIONS & EXPERIENCE

• Minimum of 3-5 years of strong hands-on experience working with software systems, demonstrating strong technical knowledge and a solid understanding of IT landscapes and related technical skills (ideally in a similar position)
• Experience using TMF or MEF specifications
• Experience working with NMS systems and metrics
• Experience using enterprise ticketing system: Azure DevOps, ServiceNow
• Basic knowledge of network technology
• Experience in writing detailed requirements specifications using different modelling techniques
• ITIL certification would be considered an advantage
• Experience working with monitoring tool would be considered an advantage (Grafana, Graylog, Insight etc)
• Experience working with different methodologies
• Understanding of the end-to-end incident management life cycle
• Good Knowledge of Satellite Technology and related applications is a strong plus
• Good knowledge of a business processes

OTHER KEY REQUIREMENTS / COMMENTS

• Key performance indicators
  • Meet annual objectives
  • Manage tickets within SLAs
  • Timely implementation for his/her tasks and activities

• Main interfaces to other departments
  • Business representatives to define business needs
  • End-Users with regards to reported issues and communication
  • Business applications DevOps group to manage appropriate infrastructure support for applications
  • Internal engineering teams to manage open tickets and incidents