- Collaborate with cross-functional teams to understand business requirements and translate them into functional specifications for system enhancements, process changes, or new initiatives.
- Develop and maintain business process models, flowcharts, and documentation to ensure clarity and consistency.
- Identify and propose innovative solutions to address business challenges and improve operational efficiency.
- Conduct feasibility studies and cost-benefit analyses to assess the impact of proposed changes or new initiatives.
- Conduct user acceptance testing and provide recommendations for system enhancements or modifications.
- Monitor and analyze key performance indicators (KPIs) to track progress and identify areas for improvement.
- Prepare and deliver reports and presentations to communicate findings, recommendations, and project updates to stakeholders and senior management.
- Completing the tasks in the ITSM Call system by the specified deadline.
- Ensuring that daily Timesheet data is entered into ITSM to measure working hours.
A bachelor's degree in computer science, Information Technology, or a related field. Proficiency in supporting and troubleshooting applications, databases, and software systems.Familiarity with ITIL processes and ERB Systems and best practices for incident and problem management.Previous experience in application support or a related field, typically 2-5 years.Experience in diagnosing and resolving technical issues, providing customer support, and ensuring system reliability.Certifications in relevant technologies or IT service management frameworks like ITIL can be beneficial.