job description
Join TTEC as a Senior Analyst in Service Management and play a pivotal role in driving operational excellence for enterprise-level systems. This is a unique opportunity for seasoned professionals with a passion for business analysis, project management, and service optimization to contribute to high-impact initiatives in a dynamic, global environment.
In this role, you will leverage your 5+ years of combined experience in project management and business analysis to enhance internal systems, streamline processes, and deliver data-driven solutions. Youâll collaborate with cross-functional teams to identify inefficiencies, implement best practices, and ensure seamless service delivery across the organization. Based in the vibrant regions of Bali, youâll enjoy a work-life balance while advancing your career in a forward-thinking company.
If you thrive in a fast-paced setting, have a knack for problem-solving, and are eager to make a tangible impact, we want to hear from you. Apply today and take the next step in your professional journey with TTEC.
Responsibility
- Lead end-to-end business analysis for enterprise/internal systems, identifying gaps and proposing scalable solutions.
- Manage project lifecycles from initiation to closure, ensuring on-time delivery and alignment with business objectives.
- Develop and maintain service management frameworks, including SLAs, KPIs, and performance metrics.
- Collaborate with IT and operational teams to optimize workflows and enhance system efficiency.
- Conduct stakeholder workshops to gather requirements, validate solutions, and drive user adoption.
- Analyze complex data sets to generate actionable insights and support strategic decision-making.
- Document processes, policies, and procedures to ensure compliance and knowledge sharing.
- Mentor junior analysts and provide guidance on best practices in service management.
Qualifications
- Bachelorâs degree in Business Administration, IT, Computer Science, or a related field. Masterâs degree is a plus.
- Minimum 5 years of experience in business analysis, project management, or service management, preferably in enterprise environments.
- Proven expertise in requirements gathering, process mapping, and stakeholder management.
- Strong proficiency in project management tools (e.g., JIRA, Asana) and analytical software (e.g., SQL, Power BI).
- Excellent communication, presentation, and interpersonal skills to engage with diverse teams.
- Certifications such as PMP, ITIL, CBAP, or Six Sigma are highly advantageous.
- Ability to work independently, prioritize tasks, and meet tight deadlines in a remote or hybrid setting.
- Familiarity with Agile/Scrum methodologies and IT service management (ITSM) frameworks.