Nithaam Fakier

OM Rewards Programme(Comarch Application): Analysis and review & approval of vendor analysis documentation. Project management of the integration component. Documentation and input to business and IT processes.

Duties and Responsibilities
The key roles and responsibilities included:
Analyses past, present and future business environment
Analyses business processes to determine problems, risks and opportunities for improvement
Reviews processes and conducts process audits, as required
Contributes to the design of new business processes
Works with managers and relevant users on feasibility studies and establishing business requirements
Contributes to strategies and guidelines to improve the business environment
Provides input to management (both IT and business) on business procedures and policies
Liaison with international clients for the management of the development & testing of solutions
Reviewed and signed off the functional specification
Workshop the solution with the developers

Personal Effectiveness
Accountable for service delivery through own efforts
Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months (if Low 1)
3 - 6 months Makes increased contributions by broadening individual skills
Collaborates effectively with others to achieve personal results. Accepts and lives the company values

Solution Design & Implementation
Works closely with the Business Specialist, Business Analyst and Project Manager to design and implement the best possible automated solution within the constraints of the tools available.
Facilitates the implementation of new or enhanced processes.
Owns delivery, user acceptance testing and implementation of changes.
Managed Developers and Testers for the implementation of the solution

Quality Assurance
Tests systems and user acceptance

Change Management
Facilitates change into the Servicing Areas, including training

Tableau Specialist: Responsible for governance, best practices and administration of the Tableau application

Duties and Responsibilities
The key roles and responsibilities included:
Analyses past, present and future business environment
Analyses business processes to determine problems, risks and opportunities for improvement
Reviews processes and conducts process audits, as required
Contributes to the design of new business processes
Works with managers and relevant users on feasibility studies and establishing business requirements
Contributes to strategies and guidelines to improve the business environment
Provides input to management (both IT and business) on business procedures and policies
Liaison with international clients for the management of the development & testing of solutions
Reviewed and signed off the functional specification
Workshop the solution with the developers

Personal Effectiveness
Accountable for service delivery through own efforts
Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months (if Low 1)
3 - 6 months Makes increased contributions by broadening individual skills
Collaborates effectively with others to achieve personal results. Accepts and lives the company values

Solution Design & Implementation
Works closely with the Business Specialist, Business Analyst and Project Manager to design and implement the best possible automated solution within the constraints of the tools available.
Facilitates the implementation of new or enhanced processes.
Owns delivery, user acceptance testing and implementation of changes.
Managed Developers and Testers for the implementation of the solution

Quality Assurance
Tests systems and user acceptance

Change Management
Facilitates change into the Servicing Areas, including training

Duties and Responsibilities
The key roles and responsibilities included:
Analyses past, present and future business environment
Analyses business processes to determine problems, risks and opportunities for improvement
Reviews processes and conducts process audits, as required
Contributes to the design of new business processes
Works with managers and relevant users on feasibility studies and establishing business requirements
Contributes to strategies and guidelines to improve the business environment
Provides input to management (both IT and business) on business procedures and policies
Liaison with international clients for the management of the development & testing of solutions
Reviewed and signed off the functional specification
Workshop the solution with the developers

Personal Effectiveness
Accountable for service delivery through own efforts
Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months (if Low 1)
3 - 6 months Makes increased contributions by broadening individual skills
Collaborates effectively with others to achieve personal results. Accepts and lives the company values

Solution Design & Implementation
Works closely with the Business Specialist, Business Analyst and Project Manager to design and implement the best possible automated solution within the constraints of the tools available.
Facilitates the implementation of new or enhanced processes.
Owns delivery, user acceptance testing and implementation of changes.
Managed Developers and Testers for the implementation of the solution

Quality Assurance
Tests systems and user acceptance

Change Management
Facilitates change into the Servicing Areas, including training

Business Process Analyst
Job Outline
• Analyse, model and improve business and system processes in order to implement a business solution
• Align business processes to business architecture and business process framework of relevant business unit
• Translate business level processes into workflow processes
• Accountable for impact analysis of proposed solutions, as well as the development/amendment of the business case
• Define & design changes to existing processes as required & ensure integration of changes into process environment
• Produce a Business Requirements Specification document
• Specify integration requirements for development between applications
• Maintain business process documentation
• Accountable for testing the business solutions to ensure that it operates in compliance with specifications
• Responsible for ensuring that customer/end-users are skilled on the Solution application(s) by conducting or coordinating relevant training courses
• Primarily responsible for ensuring solution implementation, in conjunction with relevant internal and external specialists

Key Competencies / Attributes
• Strong analytical & numerical ability
• Problem solving skills
• Conceptual thinker
• Good communication / interpersonal skills
• Action / results orientation
• Quality orientation
• Proficient in Excel
• Strong facilitation skills
• Strong analytical skills
• Use initiative
• Attention to detail
• Peoples person
• Ability to operate effectively in a pressurised environment
• Good written/verbal communication skills
• Conflict resolution skills

Business Analyst
Job Outline
• Analyse, model and improve business and system processes in order to implement a business solution
• Align business processes to business architecture and business process framework of relevant business unit
• Translate business level processes into workflow processes
• Accountable for impact analysis of proposed solutions, as well as the development/amendment of the business case
• Define & design changes to existing processes as required & ensure integration of changes into process environment
• Produce a Business Requirements Specification document
• Specify integration requirements for development between applications
• Maintain business process documentation
• Accountable for testing the business solutions to ensure that it operates in compliance with specifications
• Responsible for ensuring that customer/end-users are skilled on the Solution application(s) by conducting or coordinating relevant training courses
• Primarily responsible for ensuring solution implementation, in conjunction with relevant internal and external specialists

Key Competencies / Attributes
• Strong analytical & numerical ability
• Problem solving skills
• Conceptual thinker
• Good communication / interpersonal skills
• Action / results orientation
• Quality orientation
• Proficient in Excel
• Strong facilitation skills
• Strong analytical skills
• Use initiative
• Attention to detail
• Peoples person
• Ability to operate effectively in a pressurised environment
• Good written/verbal communication skills
• Conflict resolution skills

• Identify & define business requirements for new business models or changes to existing models (including application requirements) - produce the Business Requirements Definition (BRD) & Business Requirements Specification (BRS), prepare business use case diagrams & test cases
• Analyse & design new business processes & organisational structures to support business requirements
• Create business process models, analyse models & identify variances from operational & performance requirements
• Define & design changes to existing processes as required & ensure integration of changes into process environment
• Work with the project manager, architects, & other team members to define non-functional requirements (including metrics & performance goals) for the application
• Participate in transitioning the requirements & use cases to systems analysts & designers, and ensure a clear & complete understanding of the requirements
• Participate in quality management reviews throughout the BCL & SDLC to ensure requirements are fulfilled
• Review test approach & test cases to ensure coverage of relevant business scenarios, use cases & functionality defined
• Participate in testing to ensure that business requirements have been met
• As subject matter expert assist with investigations, business impact & benefits analysis, & updates of the business case
• Assist with benefit realisation review

• Receive, solicit & investigate business requirements
• Process analysis for the successful delivery of reporting requirements
• Metadata documentation for the metadata layer
• Facilitate JAD, and table design sessions
• Data Warehouse table design
• Ensure DWH table design release according to project plans
• Data mining for report developers and business analyst

Operability Framework: involved in investigating new ways of ensuring that solutions developed in SDLC (system development life cycle) includes the service and support aspects of the system.
This directed me to research ITSM best practices and the above were found and understood (ITIL, COBIT, ISO9000 and CMM)
Service Management processes: had to define the current processes that exist in SM and map those into ARIS (Process Mapping tool using the IBAS methodology)
I understood the process mapping, in this process communication was key, and I was required to know the ITIL processes around incident and problem management.
Customer Service Specialist 2
•Receive, solicit information and log service request
•Analyse, route and monitor service request
•Escalate and prioritize those incidents which exceeds OLA parameters, or are business critical or
recurring problems
•Close service request
•Document and update first line procedures
•Resolve and close service request immediately
•Cross skilling
•Ensure effective management of Customer Service Centre target groups
•Relevant attachments to application areas
•Effectively manage Customer Service Centre target groups relevant to area.
•Resolve service request
•Ensure regular Problem Management feedback and communication with teams, customers and suppliers
•Share and utilized knowledge
•Ensure effective and timeous escalation to Customer Service Analyst when necessary.
•Handovers to take place to ensure continuity and incident resolution
•Generate the weekly report relevant to each business area
•Supervision of shifts
•Report on trends based on stats with specific target group
•Cross - skill across internal areas within the CSC
•Relevant attachments to support and application areas
•Take responsibility and ownership for own career and personal development
•Regular 360 degree performance and development feedback