Job details

Information&Digital Technology Analyst

Career level
Middle (2-5 years)
Employment type
Full time
Spoken languages
English - Advanced
Address
Number of vacancies
1

Information&Digital Technology (IDT) Analyst - trade systems

PURPOSE STATEMENT:

Member of the CES IDT Services Team, with strong analytical and communication skills, responsible to manage the Connected Customer applications through their lifecycle, also to monitor the Service Level Agreements (SLA) and ensure the required levels are met. The employee must ensure sure that all IT Service Management processes, Operational Level Agreements (OLA) and underpinning Contracts in his/ her area are appropriate for the agreed service level targets and valid (updated).

The area of responsibility covers the Connected Customer landscape (supporting but not limited to: Route to Market, Trade Marketing and Distribution, Business to Business), the solutions (Salesforce, Ivy, EDI, B2B, Power BI, SAP) and its integrations.

TYPICAL ACCOUNTABILITIES:

  • Responsible for managing applications throughout their lifecycle. Plays an important role in the application-related aspects of designing, testing, operating, and improving IT services, as well as in developing the skills required to operate the IT organization's applications.
  • Analyses and reviews the application landscape and the integrations
  • Ensures the documentation required to maintain the BAU estate is provided (by suppliers, project teams etc.) and updated upon each subsequent enhancement
  • Determines the performance levels and identifies improvement opportunities
  • Supports the business release management, patch management and bug fixing
  • Initiates the actions required to maintain or improve performance and stability
  • Coordinates and supports troubleshooting in case of failures/ issues/ incidents
  • Responds to audit requirements and determines the responsible teams to act upon their recommendations or the identified gaps. Accountable for concluding the actions
  • Supervises the Service Performance against the SLAs and OLAs and maintains regular performance reviews with both the IT Customers and Service Providers which covers:
  • Review outstanding actions from previous reviews
  • Review current performance versus the target levels
  • Reviews underpinning agreements and OLAs
  • Drives updates of SLAs/ OLAs and targets (where necessary)
  • Acts as co-ordination point for changes required to service levels (. extra support hours required by the Customer, reduced levels of service over a period of maintenance required by the Service Provider etc.)
  • Accommodates Improvement Plans within the Service Level Management processes:
  • Conducts annual customers/ user reviews
  • Ensures that appropriate changes are assessed for their impact on service levels
  • Determines and accommodates actions to maintain / improve the service levels

SKILLS, KNOWLEDGE, EXPERIENCE:

  • Good communication skills: oral, written, presentation, facilitation
  • Strong analytical skills and ability to determine gaps and improvement opportunities
  • Able to work in fast paced environment and plan/manage own time accordingly
  • Confidence, experience, and knowledge to collaborate positively with the stakeholders
  • Relationship management and conflict resolution skills, pragmatic and balanced
  • Ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues 
  • Good understanding of the organization’s IT applications, services provided and the customers/ users
  • Good understanding of the organization’s business and how IT contributes to it
  • Innovative thinking with service quality, and its improvement, within limits of costs and business direction 
  • ITIL knowledge