Systems & Process Analyst

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

POSITION OVERVIEW:

The successful candidate will assume ownership of our JIRA service management tool, its workflows and downstream impact to the business process and workflows. The position requires an ability to quickly grasp business processes, gather requirements and translate them into a model that will allow the organization to achieve its goals.

ABOUT THE POSITION:

Act as a business lead in managing JIRA workflows and understanding process and workflow impacts.

Working closely with offshore developer to translate business requirements into JIRA workflows and managing change within our JIRA Platform.

Assist the business stakeholders in prioritising business requirements and defining new business processes to implement and automate within the JIRA platform.

Manage the day to day helpdesk requests for changes to the JIRA workflows, change control and risk profiles.

Identify areas for improvement, understand business needs, specify requirements and implement recommendations for increasing effectiveness of current processes.

Interview product owners to understand as-is business processes and then develop customer-driven, to-be processes.

Perform root cause analysis of problems, conduct workshops and work closely with business users in order to identify and translate their needs into functional requirement specifications.

Perform gap analysis' to identify areas for improvement in existing JIRA systems and propose innovative solutions.

Produce detailed, high quality and clear documentation.

Communicate in a clear and concise fashion to IT and business stakeholders at all levels during the project lifecycle to gain commitment and minimize the level of resistance to change

Drive deliverables to completion within challenging timelines ensuring collaboration and effective communication with all stakeholders.

Work effectively with stakeholders located both locally and remotely.

Support UAT during all phases of testing to ensure requirements as detailed in the specification document have been delivered and are ready for release.

Work with IT & Business when new functionality is released to production to ensure a smooth transition to the new process. Where necessary devise detailed cut over plans to address potential operational impacts at cutover.

Liaise between various teams and departments to route causes and solve data issues.

Ensure maintenance of Key Performance Indicator levels and carry out quality performance assessments.

KEY REQUIREMENTS:

Strong experience in a similar role and environment, with experience working on JIRA Service Management, Work Management and Atlassian platforms

Experience with project management and delivery methodologies and systems

Agile/Scrum methodology experience and Salesforce Lightning Experience exposure desirable

CLOSING DATE:

25/05/2024

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partner.