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 WTCO’s needs.

Key Activities:

• Ensure work is performed based on approved policies, processes, procedures and instructions.

• 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 WTCO 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 WTCO-approved policies and procedures.

• Provide IT help desk services to end users in line with WTCO-approved policies and processes.

• Provide the first line of technology support for software/hardware in accordance with defined resolution targets.

• Ensure provision of IT technical support (i.e., help desk services) to end users, escalating any necessary requests for resolutions.

• Collaborate with Business Process Owners to understand and document detailed business requirements for SAP ERP application.

• Align the business objectives and SAP ERP capabilities.

• Provide input for the development of reports regarding operations, activities and achievements for reporting and decision-making.

Key Requirements:

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