Tech Officer: Business Analyst (Problem Management)

Business unit, Department, Reporting

Core Description

Responsible for supporting the problem management process within the client’s organization. The primary focus of this role is to identify, diagnose and resolve incidents and problems within the organization's IT infrastructure and software platforms.

Key Deliverables / Primary Functions

• Assist senior problem managers in identifying and documenting incidents and problems both from a business and IT perspective
• Investigate and diagnose incidents and problems, working with technical teams to identify the root cause.
• Contribute to the development and maintenance of the organization's problem management process.
• Analyse incident and problem data to identify trends and patterns that may indicate underlying issues.
• Ensure all incidents and problems are tracked and managed according to established procedures.
• Escalate incidents and problems as appropriate, ensuring that senior problem managers and technical teams are aware of critical issues.
• Coordinate with technical teams to implement fixes and workarounds for incidents and problems.
• Participate in post-incident reviews to identify areas for improvement in the problem management process.
• JIRA Administration
• Process Management: Coordinating, compiling and maintaining reports on required operational documentation and key process overviews to map application support processes
• Communicate with stakeholders, including end-users, technical teams, and management, to keep them informed of incident and problem status.
• Maintain up-to-date knowledge of relevant technologies and industry best practices

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

2 - 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements