About the Role
We are seeking a highly motivated and experienced Lead Business Analyst / Project Manager to join our Site Reliability Engineering (SRE) team.
This pivotal role will focus on the ongoing management, enhancement, and optimization of our existing ITSM IT Service Request (ITSR) platform. The successful candidate will be instrumental in achieving our strategic goals of:
- Automating ITSR regression testing
- Significantly reducing bank-wide support ticket volumes
- Establishing automated reporting for support ticket analysis
This role requires a blend of analytical skills, project management expertise, proactive stakeholder engagement, and a keen focus on process optimization.
Key Responsibilities
ITSR Enhancement & Automation
Platform Enhancement
- Lead requirements gathering, analysis, and design for new features and enhancements on the ITSR platform.
- Collaborate closely with users, application and services teams, development teams, other ITSM workstreams, and key stakeholders.
- Drive continuous improvement initiatives for existing ITSR functionalities.
Defect Resolution
- Participate in the investigation, analysis, and resolution of identified platform defects to ensure stability and quality.
Automation & Efficiency
- Automated Regression Testing: Partner with development teams to design and implement comprehensive automated regression testing solutions for the ITSR platform.
- Bank-Wide Ticket Volume Reduction: Drive initiatives aimed at reducing support ticket volumes through process improvements, automation, and user education.
- Automated Reporting: Lead the automation of service request dashboards and reporting, transitioning from manual data extraction and presentation processes to streamlined, automated reporting solutions.
Project Governance & Reporting
- Schedule and facilitate regular stand-ups, project meetings, and governance cadences with project teams and stakeholders.
- Prepare meeting materials, document key decisions, maintain file notes, and track action items related to ITSR enhancements and automation initiatives.
- Maintain and monitor ITSR project backlogs, work plans, and interdependencies across workstreams.
- Prepare and present comprehensive status reports and management updates on the ITSR enhancement journey.
Quality Assurance & User Acceptance Testing
- Support and facilitate issue resolution throughout the ITSR enhancement lifecycle.
- Review and refine UAT test cases and oversee UAT execution and production validation for ITSR releases.
- Validate solution designs and prototypes for new features and defect remediation.
Communication & Collaboration
- Collaborate with relevant stakeholders on communications and announcements related to ITSR enhancements, automation initiatives, and broader ITSM programs.
Requirements
- Bachelor's degree in Information Technology or a related discipline.
- 5 to 8 years of relevant experience, ideally in a Lead Business Analyst or Project Management capacity.
- Proven experience in IT application development, implementation, support, and/or product management.
- Hands-on experience working within Agile, Scrum, or Kanban environments.
- Project management skills and experience managing multiple stakeholders.
- Excellent analytical and critical thinking abilities with attention to detail and process-oriented mindset.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for data analysis and management reporting.
- Experience designing or implementing automated testing solutions is highly desirable.
- Familiarity with reporting tools and dashboard automation
Interested candidates may send in their resume and cover letter directly to [Confidential Information]
Hibah Bakhtavar | EA License No. 02C3423 | Personnel Registration No. R21103109
