Lead Analyst, Operations (Power Platform Support)
Responsibilities
Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
Highlight and escalate recurring Incidents which are similar in nature.
Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
Closely follow up with outstanding Incidents and Service Requests up till closure.
Provides specialized expertise in Power Platform.
Supports the implementation of Power Platform systems.
Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables.
Requirements
Education
Bachelor’s degree in IT or a related field is required or other relevant discipline.
Experience
Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
Power Platform Certifications will be added advantage.
Strong understanding of Power Platform function.
Ability to troubleshoot and resolve Power Platform related issues.
Technical skills
Microsoft Office
Power Platform (Must have)
Programming languages: JavaScript, React, and JSON (added advantage)
Special skills
SLA familiarity and performance driven work culture.
Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
Ability to diagnose and resolve basic technical issues.
Good communication and presentation skills.
Resourceful, independent and result oriented.
A good team player and keen to learn.
Proactive.