IT Process Analyst

Summary

This IT Leadership role is responsible for overseeing the execution of IT projects and assists in the day-to-day IT operations to ensure the seamless functioning of the department. The ideal candidate will lead the IT initiatives and ensure the successful delivery of projects and services that meet both technical and business obligations.

Responsibilities

• • Act as a business liaison to support communication, understanding, implementation, and effective execution of IT processes.
• • Analyze, coordinate, and streamline IT processes within the organization to ensure adherence to policies, procedures, and guidelines.
• • Ensure adherence to project management methodologies, including project plan development, scope management, and implementation, while tracking progress using various software tools.
• • Monitor, track, report, and communicate the status of IT projects and tasks, facilitating meetings with business, client, and IT stakeholders.
• • Collaborate with technical IT teams in planning and monitoring projects and tasks to ensure the smooth, timely, and quality delivery of IT services.
• • Support technical IT teams in managing processes related to deployments, transitions, and Incident/Change/Problem/Project Management, as well as other areas within the IT value chain.
• • Assist technical IT teams in audit and compliance activities by reviewing and updating existing policies and procedures.
• • Support IT subject matter experts in developing IT processes, project trackers, performance metrics, and related documentation.
• • Contribute to the design, evaluation, and enhancement of current and future IT processes, including policies, procedures, and guidelines.
• • Provide weekly and monthly performance reports to IT teams, internal business units, and clients to ensure the delivery of contractual OLAs and SLAs.
• • Assist with vendor management activities, including IT procurement, service reviews, and planning to facilitate technical teams' execution of contractual maintenance.

Qualifications

• • Undergraduate Arts degree or an Undergraduate STEM field degree; Information technology and related discipline though not required will be considered a plus.
• • Professional certification in Project Management will be an asset.
• • Experience in project management, process management or a similar role.
• • Expert level understanding of project management with relevant experience in project delivery.
• • Experience in using project management and process management software tools.
• • Excellent documentation skills with the ability to develop, create and maintain documents such as policies, procedures, processes, trackers, dashboards, presentations etc.
• • Must possess the skills to use productivity tools to create Gantt charts, pivot charts, flow charts, graphs, statistical data analysis, reports, trackers, dashboards, presentations etc.
• • Must have a penchant for document creation and editing using tools such as MS Word, Excel and PowerPoint.
• • Possess an innovative, growth-oriented and DICE (determination, insight, curiosity and engagement) mindset.
• • Possess good written and strong oral communication skills with the ability to speak confidently to a local or international audience.
• • Must possess a high level of initiative to be able to function in an environment that is driven by initiatives.
• • Must be highly self-motivated with a much higher level of intrinsic motivation versus extrinsic motivation.
• • Must be able to self-manage and work independently without supervision as this role is a leadership role.
• • Possess the ability to work closely with others as a solid team player of an international team.
• • Possess a positive attitude and ability to handle stress in a fast-paced global enterprise IT environment.
• • Possess a sense of urgency to execute tasks, duties and projects in an aggressive growth environment.
• • Possess the ability to handle multiple projects, tasks, schedules, deadlines and meetings simultaneously.
• • Self-starter with a willingness to ask questions and actively seek out answers from technical teams.
• • Ability to keep up in a fast paced global environment with a high volume of communication across multiple communication channels.

About HGS

HGS is a leading global Business Process Outsourcing (BPO) service provider, with a presence spanning four continents. As we continue to expand our contact center business in Jamaica, we invite you to become an integral part of our technology team. Our technology support personnel are crucial to the sustainability and continued growth of our operations.

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