Analyst, Service Level Agreement Management

Work with the Manager, Manager, SLA/KPI Management to govern Service Transition, monitor and measure the performance of IT Services to deliver value in line with business objectives. This role would ensure provision of input to the governance and control with respect to performance measures, methods, thresholds, reporting; and the effectiveness and efficiency of the tools for measuring and reporting whilst exploring options that would drive continuous service improvement.
• First degree or equivalent in a relevant discipline
• ITIL Foundation Certification is highly required.
• Minimum of two (2) years relevant work experience
• Strong analytical and problem solving skills
• Proficient in the use of Microsoft Office Suite as well as a good knowledge about reporting tools especially using Microsoft Excel. Basic knowledge of HP BTO is an advantage.
• Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.

Knowledge
• IT Governance
• IT Demand and Supply Management
• Customer/Business Relationship Management
• ITIL Service Transition, Operation and CSI
• System Analysis and Design

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