Intermediate Business Analyst
OpenText | GXS Philippines INC
Total years of experience :13 years, 4 Months
• Evaluate support processes and alerting through closely working with support agents
• Document and draft automation candidate requirements.
• Structure and conduct analyses to generate recommendations and inform business decisions.
• Runs complex projects/programs from design to delivery.
• Create strategies for risk mitigation and contingency planning.
• Collaborates with managers cross functional.
• The ability to work both independently and in a cross functional team environment.
• Exhibit confidence and an extensive knowledge of emerging industry practices when solving business problems.
• Utilize advanced analytic tools, statistical/predictive modeling techniques, and data mining procedures and tools to derive business insights and solve complex business problems.
• Develop presentations for senior management, in various departments, that communicate key insights and recommend action.
• Make use of the data to identify and understand agent segments and their behaviors
Consistent attainment of set operational goals and help drive productivity and efficiency through
value adds and innovations.
• Act as the primary SPOC for all KCT activities and project roll-outs
• Act as Escalation Resource of the team for any issues with no documented / known fixes or
solution
• Plan, initiate and deploy a standard Knowledge Management for the account that will result to the
following:
1. Establish (1) One Centralized Repository of all documented knowledge articles
pertaining to Processes, Technical Solutions, Quick Fixes and Account References
(ie. and not limited to the following: Escalation Matrix, Contact details, Standard
Operating Procedures (SOP))
2. Create, update, retire and recycle Knowledge Articles & Standard Operating
Procedures (SOPs) that will enable the team to support 99% of issues within Service
Desk’s Scope of Support.
3. Communicate new and updated Knowledge Articles and SOPs on a timely manner.
4. Handle and close all queries related to any KB/SOP releases.
5. Knowledge Base Articles are available and accessible 99% of the time, all throughout
the fiscal year.
6. Knowledge Base Articles are available and accessible to the agents to fix top 25%
ticket generators of the account.
7. Ensure all Knowledge Base articles are accurate, updated and applicable to the
needs of the account
8. Drive 100% usage of the Knowledge Base Repository for all account resources.
• Act as a Subject Matter Expert for project roll-outs as needed
• Act as a back-up Trainer as needed by the business
• Achieve a rating of 95% or better on Personal Schedule Adherence month on month
• Delivery and submit timely deliverables as required
• Participate and contribute to every client visit as required by the business
• Track and update productive hours in CATW as scheduled
Act as a Single Point of Contact (SPOC) for more than 32, 000 users to carry out excellent support
for MAERSK IT Infrastructure
• Provide technical expertise in the Infrastructure layout and the criticality of various systems
components to business supported under ITIL recommendations for IT Service Management
through PEX and Lean Six Sigma Process.
• Carry out excellent troubleshooting, problem analysis and provide high quality solutions to
technical issues
• Provide quality resolutions to technical incidents and requests within the target SLA.
• Participate in planning, designing, developing and implementing continuous improvements in
processes and procedures to promote sufficient and reliable service to users
• Maintains Network administration via Active Directory and Exchange Mail access management
• Maintains Security, Access management, File Server Policy(Wintel), MS-Exchange Server
management, EPO Server policy, VoIP configurations, RIS Server(client image), MS Sharepoint,
BMC Remedy services, Proxy, Remote management services(Citrix, VDI, OWA), LMS Desktop,
SAP Desktop, Mployee Desktop, Image updates and deployment.
• Support the Incident Management process to restore business operations and maintain the IT
infrastructure with zero to minimal business impact.
• Resolve incidents and provide workarounds to prevent re-occurrences.
• Provide resolutions within a timely manner and informs the Team Leads and business units
regarding potential breaches of the SLA to coordinate issues to relevant users and parties
concerned.
• Coordinate the activities of several groups investigating the incident, as needed, to ensure
continuity and resolving particular incidents, and to fast-track the resolution as necessary.
• Provide consultation determining proper escalation matrices, issues and changes within the
process to serve as a guide for new specialists, and to act as a resource person for relevant
issues.
• Performs proactive support services which may result in early detection of incidents to prevent
them from occurring or to avoid recurrences.
Act as a Single Point of Contact (SPOC) for more than 32, 000 users to carry out excellent support
for MAERSK IT Infrastructure
• Carry out excellent troubleshooting, problem analysis and provide high quality solutions to
technical issues
• Maintains Network administration via Active Directory and Exchange Mail access management
• Support the Incident Management process to restore business operations and maintain the IT
infrastructure with zero to minimal business impact.
• Resolve incidents and provide workarounds to prevent re-occurrences.
• Provide resolutions within a timely manner and informs the Team Leads and business units
regarding potential breaches of the SLA to coordinate issues to relevant users and parties
concerned.
• Coordinate the activities of several groups investigating the incident, as needed, to ensure
continuity and resolving particular incidents, and to fast-track the resolution as necessary.
• Provide consultation determining proper escalation matrices, issues and changes within the
process to serve as a guide for new specialists, and to act as a resource person for relevant
issues.
• Performs proactive support services which may result in early detection of incidents to prevent
them from occurring or to avoid recurrences.