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Responsibilities:<strong>
• Work with business users to identify priorities and areas of focus for analysis, analyze as-is situation, identify and analyze gaps\issues related to current services or lack of services.
• Support business users with definition of requirements, use cases, metrics and performance goals for the services.
• Consolidate and integrate requirements from different users\ perspectives\areas, identify and propose possible solutions to resolve gaps efficiently and effectively.
• Participate in transitioning the requirements to the project manager and development/implementation team and\or system integrator, and ensure a clear and complete understanding of the requirements
• Identify and select appropriate service delivery approach (insourcing, outsourcing, etc)
• Control development and transition of service (alignment with service requirements, timeframe, quality)
• Proactive service quality and SLA compliance monitoring and Continual service improvement to ensure high quality of service and its alignment with changing business needs and expectations
• Serve as liaison to the business community, to ensure that its needs are fully understood by the whole service development/ implementation/ support team
• Support service development/implementation project manager(s) and if necessary perform role of project manager (e.g. planning, monitor & control, manage resources, scope and quality)
• Support establishment and improvement of internal IT processes required for service design/development/operation
Requirements:
• Higher technical education
• 1+ year of successful experience at similar positions
• Knowledge and experience with different business process management and project management tools
• Business or system analysis experience is a plus
• Project management experience is a plus
• Understanding of system development and implementation lifecycle
• Knowledge of key ITIL principles and processes
• Basic knowledge of quality management standards
• Upper-intermediate English
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