Senior Knowledge and Problem Analyst
Tawuniya Insurance Company
Total years of experience :7 years, 8 Months
• Following and insuring problem management process.
• Use both technical knowledge and subject matter expertise to discover incidents and requests trends, identify problems, and determine the root cause of problems.
• Identifying the need for a change request to resolve a problem.
• Determine resolution feasibility and justification.
• Performing problem determination and root cause analysis.
• Create and execute workaround and resolution if needed.
• Updating the problem reporting system with the root cause, and permanent resolution information.
• Creating a plan for proactive problems depends on the problems priority, complexity and usability.
• Identifying resolved problems as candidates for inclusion in the known error database.
• Motivate the engineers across the application teams to create solutions.
• Very good understanding and awareness of the ITIL problem management process and procedures.
• Arranging month, quarter and fiscal plan for closing with finance for reconciliation.
• Responsible for reviewing, analyzing and modifying systems including encoding, testing, debugging and supporting application systems.
• Analyze data contained in the corporate database and identify data integrity issues with existing and proposed systems and implement solutions.
• Provide assistance and advice to business users in the effective use of applications
• Setup and maintain ESKADENIA Software including General insurance, Travel insurance, Medical insurance, HR, Finance, Report Manager, Approval and life systems.
• Write technical procedures and documentation for the application including operation, user manual, etc.
• Support changes in applications as per release planned and its adherence
• Responsible for supporting users with any issue occurs in applications.
• Documentation of the root causes.
• Giving training to users for new features or modifications.
• Oracle SQL Queries and Customize Reports using crystal report.
• Developing database procedures, functions and triggers
• Reviewing ASP.NET codes for developers and insuring they fit users’ requests.
• Creating policy and procedures for system change request.
• Reducing Incidents and requests by business users through creating a proactive solution used by engineers to fix bugs till permanent fix apply.
I was responsible for developing long-term goals and strategic objectives of the HR roles. including recruitment plan, employee capabilities and skills, results quality of each individual.
