Business Analyst (Business Operation Analyst)

  • Competitive
  • Cyberjaya, Selangor, Malaysia
  • Permanent, Full time
  • IBM
  • 26 Sep 16

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Job Description
MCCS-SD : Business Operation Analyst

Analyst is familiar with client delivery business and able to operate day-to-day business office operation independently. Sound business knowledge in service desk delivery is advantage in order to better support the office operation is the service desk business. The analyst is expected to execute all the functions listed below under the business office but not limited to. From time to time, as there is new task need to be supported by business office, it will be added on to the job scope.

Business Operation will be expected to perform:
. Resource Management

  • Hiring ticket management, tracking and reporting, Responsible for resource utilization which includes tracking and reporting, managing of missing weeks, work item deployment and management,
. Cost Management
  • Assisting the Centre Leader to perform Cost Take Out, Department code management and reporting/tracking.
. Quality/Training Management
  • Work closely with Quality, Standard and Training Manager to propose the relevant training while the QST Manager is responsible to coordinate the training schedules, training processes, applications and approvals.
. Reports and Compliance/Audit Management
  • Executive Support in the area of management reports/meetings (including metrics & operations), communications, procurement supports, Business Control focal point/management representative, BCP improvement, reviews and ownership and attend reviews (country, regional)
. Facility Management
  • As focal person for RCC building liaison with Facility Management and IBM HQ. Manage outages plan, with Facility, IT and network.
. Others
  • Contribute to the overall SDD leadership team by taking on additional initiative assignments as requested.


Required Technical and Professional Expertise
IT proficiency required:

- Windows-based IT environment (laptop/desktop);
- Email / instant messaging applications (preferably Lotus Notes);
- Internet / web-based tools;
- Microsoft Office Suite applications (Excel, Word and Powerpoint).


Preferred Technical and Professional Experience
Resource Management
  • Hiring ticket management, tracking and reporting, Responsible for resource utilization which includes tracking and reporting, managing of missing weeks, work item deployment and management,
. Cost Management
  • Assisting the Centre Leader to perform Cost Take Out, Department code management and reporting/tracking.
. Quality/Training Management
  • Work closely with Quality, Standard and Training Manager to propose the relevant training while the QST Manager is responsible to coordinate the training schedules, training processes, applications and approvals.

Role ( Job Role )
Business Analyst

Primary job category
IT Specialist

Contract type
Regular

Employment Type
Full-Time

Secondary Job Category
Services Specialist

Required Education
Associate's Degree/College Diploma

State / Province
SELANGOR

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Bachelor's Degree

City / Township / Village
CYBERJAYA

Country
Malaysia

Eligibility Requirements
Other skills:
- Excellent interpersonal skills;
- Strong in metrics and measurements;
- Excellent written and oral communication skills;
- Strong leadership / coaching skills;
- Able to manage in an organization in which communication/direction is provided in a virtual and asynchronous environment;
- Strong process skills;
- Basic financial understanding;
- Possess strong drive in obtaining expected result;
- Overall Service Desk Delivery knowledge is advantage