Assistant Manager, Business Analysis

The IT Operations and Systems Department provides the Club’s internal and external customers with expected IT System and Services that enable business operations. The Department’s goal is to provide the Club’s IT customers with best in class IT service offerings and experience.
IT Operations and Systems serves as the primary user engagement channel for IT for help and service offerings fulfillment.  Engagement is offered 24x7 via phone, email and direct on-site support.
IT Operations and Systems is the Service owner responsible for; IT Data Computing facilities; production Infrastructure platforms; Incident, Change, Problem, Resilience, Capacity, Configuration, Procurement functions; Service Assurance and Quality management; and Level 1 /2 system support functions.

You will:

• Work closely with IT infrastructure teams to define and document service offerings
• Maintain and update the service catalogue to ensure accuracy and relevance
• Ensure ownership and traceability of requirements and functional specifications
• Work with stakeholders to identify opportunities for self-service solutions that reduce dependency on IT support
• Monitor usage and gather feedback to improve self-service offerings continuously
• Assist in the prioritization of deliverables and resources
• Track the development progress of the automation and self-service portal, and report on milestones and deliverables to management
• Act as a liaison between the IT infrastructure services team and other IT departments to ensure clear communication and alignment on the dependencies relates to the IT infrastructure services automation and service portal delivery
• Coordinate and facilitate stakeholder meetings and presentations to provide updates on progress and to strategize on further enhancements in the service catalogues and automation initiatives
• Prepare detailed reports on the status of the IT infrastructure automation and service portal development
• Align personal development plan with business objectives and embrace the transformation to move the team/department forward

You should have:

• University degree in Computer Science or Business Administration or related field
• Minimum of 1-2 years experience in collecting and analyzing user requirements, along with some exposure to project management and status reporting
• Excellent analytical skills and the ability to work with large datasets
• Excellent interpersonal, communication, and analytical and strong capability in problem determination and problem-solving
• Capacity to build strong working relationships with internal IT and must be a team player
• Ability to develop effective business relationships and build consensus
• Proficiency in both spoken and written English in a professional manner
• General understanding of IT services
• Proficiency in Microsoft Office, i.e., PowerPoint, Word and Excel