IT Services Enablement Analyst

Job Purpose:

The job holder is responsible for carrying-out the IT services and translating them into business cases and providing them with solutions to enable successful delivery to end users in alignment with WTTCO’s needs.

Key Activities:

• Identify opportunities for continuous improvement of the systems, practices, cost optimization and productivity & efficiency improvement.
• Ensures the compliance with all applicable laws, rules, regulations and standards within WTTCO and related functions such as and not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
• Route incidents to the appropriate support teams within defined SLAs.
• Collaborate with business users to gather feedback on system performance.
• Work closely with concerned business units to assess their needs and develop digital solutions initiatives to improve operational efficiency and service level.
• Analyze the end users’ requirements and challenges with current applications and systems.
• Designing IT service catalog covering all services provided to end users in alignment with the predefined policies & procedures.
• Act as the direct point of contact between internal IT teams and business units for matters related to inquiries, concerns, etc.
• Provide first-level support to end users for SAP ERP-related queries and issues.
• Troubleshoot and resolve basic user problems.
• Document and escalate complex issues to higher support levels.
• Communicate system updates and changes and issue resolution to end users.
• Engage with stakeholders to gather feedback and address concerns.
• Establish service-level agreements with relevant stakeholders as per WTTCO-approved policies and procedures.
• Provide IT help desk services to end users in line with WTTCO-approved policies and processes.
• Provide the first line of technology support for software/hardware in accordance with defined resolution targets.

Education and Certifications:

Bachelor’s degree in Information Systems, Computer Science, or any related field

Job Purpose:

The job holder is responsible for carrying-out the IT services and translating them into business cases and providing them with solutions to enable successful delivery to end users in alignment with WTTCO’s needs.

Key Activities:

• Identify opportunities for continuous improvement of the systems, practices, cost optimization and productivity & efficiency improvement.
• Ensures the compliance with all applicable laws, rules, regulations and standards within WTTCO and related functions such as and not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
• Route incidents to the appropriate support teams within defined SLAs.
• Collaborate with business users to gather feedback on system performance.
• Work closely with concerned business units to assess their needs and develop digital solutions initiatives to improve operational efficiency and service level.
• Analyze the end users’ requirements and challenges with current applications and systems.
• Designing IT service catalog covering all services provided to end users in alignment with the predefined policies & procedures.
• Act as the direct point of contact between internal IT teams and business units for matters related to inquiries, concerns, etc.
• Provide first-level support to end users for SAP ERP-related queries and issues.
• Troubleshoot and resolve basic user problems.
• Document and escalate complex issues to higher support levels.
• Communicate system updates and changes and issue resolution to end users.
• Engage with stakeholders to gather feedback and address concerns.
• Establish service-level agreements with relevant stakeholders as per WTTCO-approved policies and procedures.
• Provide IT help desk services to end users in line with WTTCO-approved policies and processes.
• Provide the first line of technology support for software/hardware in accordance with defined resolution targets.

Education and Certifications:

Bachelor’s degree in Information Systems, Computer Science, or any related field