SRC Analyst

SUMMARY OF RESPONSIBILITIES

The SRC Analyst specializes in IT processes and workflows for IT Operations, focusing on integration with other departments. They are responsible for identifying opportunities to improve, reduce process flow, and automate to increase efficiency and velocity of changes in the environment. They also create and maintain process documentation, workflows, and self-service guidance for IT Services. The role involves collecting and documenting business requirements for project and process improvement/automation efforts. Additionally, the SRC Analyst uses data analysis techniques to identify, assess, monitor, and mitigate potential risks within the organization. They are a key contributing member of the projects they manage and are accountable for project success and deliverables required by the Delivery Lead.

KEY AREAS OF RESPONSIBILITIES

Overall Responsibility

The SRC Analyst is responsible for the following:

1. Facilitate process workflow modeling: Collaborate with cross-functional teams (Engineering, Risk, Audit, CISO, and potentially external parties) on process improvements, automation capabilities, and clearly defined end-to-end use cases.
2. Review process outputs: Ensure that the output of processes achieves the desired results and that services meet agreed-upon service levels.
3. Conduct maturity assessments: Assess process activities to identify areas of improvement or concerns.
4. Understand and adhere to IT policies: Maintain a complete understanding of and adhere to all IT policies and processes.
5. Drive ITSM Ticket tool solution: Lead the implementation and continuous improvement of the ITSM Ticket tool for PayNet.
6. Guide process workflows: Guide the process workflow in accordance with ITIL, Agile, Lean, and DevOps methodologies.
7. Identify issues and risks: Proactively identify issues and risks, and escalate inconsistencies and problems to management.
8. Participate in post-mortem incident reviews: Responsible for participating in post-mortem incident reviews and preparing the incident report.
9. Integrate data analytics into risk reviews: Design and evolve methods to integrate data analytics into risk reviews and continuous auditing/monitoring.
10. Research and develop scripts for data extraction: Collaborate with relevant stakeholders to develop and maintain scripts for data extraction and manage standard data analytical tools for complex data analytics.
11. Analyze outcomes for trends: Analyze results to identify trends, exceptions, and areas for further investigation or review.

QUALIFICATIONS

Minimum Qualifications

• Degree in Computer Science with a minimum of 3 years of working experience in relevant areas, including 3+ years managing large and complex IT projects, migrations, or transformational initiatives.
• Experience in banking or IT-related sectors would be an added advantage.
• Strong computer literacy: Proficient in Microsoft Word, Excel, PowerPoint, Microsoft Project, or similar tools such as JIRA or Pivotal Tracker.
• Experience in data mining and analytics or IT audit using data analytics. This includes IT programming/script development.
• Experience with relevant data analytical tools such as ACL, SQL, SAS, etc.
• ITIL certification is an added advantage.

Additional Requirements

• Able to work with minimal supervision and under pressure.
• Able to lead and manage a team of engineers and business analysts outside of direct reporting lines.
• Able to work well with people at all levels, whether IT or non-IT.
• Strong problem-solving skills.
• Excellent communication skills (both verbal and written).