Senior Assistant Manager, Business Process Analyst (R00018757)

The Digital Transformation (DX) team is the business transformation team under Office of Finance (OFIN) to drive NTU towards a digitally enabled organization.

The position supports work that enables digital transformation, perform tasks needed to bridge business users with CITS in the designing and implementing of solutions that improve NTU work processes. This position will partner closely with the NTU Shared Services, NTU Departments and other NTU functions in the digitalization and process redesign journey.

This position also supports the team as it seeks out opportunities to enhance processes, understand gaps, and proactively recommend digitalization options. He/she shall thrive to re-engineer processes by continuously looking for industry solutions, best practices in the market and opportunities to drive operational efficiency and elevate customer experience.

Job Description / Responsibilities

• Support the assessment of system gaps for business processes, system designs and workflows that brings about simplified, efficient processes and optimizes resources.
• Perform data extraction and analysis that helps determine suitability of proposed solutions and execution approaches.
• Support the execution of ServiceNow roadmaps through system upgrades and enhancement, process automation so that evolving business strategy can be executed timely.
• Support the development of functional specifications based on the requirements gathered from stakeholders and users, perform and where possible, support User Acceptance Testing (UAT) phase to release new or enhanced system functionalities successfully; Provide post go-live support and prepare Training/User Manuals.
• Support the development of data analytics through reports and dashboard for business and operational decision-making, service level metrics and governance.
• Address queries and resolve issues arising from features implemented as a first level support; Works closely with product vendors, operation users and IT to implement fixes and resolution.
• Ensure completeness of process and functional documentation as part of governance and audit requirements.
• Support low code workflow configurations, where necessary.

Qualifications

• Diploma/University Degree in Information Technology/Computer Science or Business Administration.

Relevant Experience / Knowledge Required

• Minimum 2 to 5 years’ relevant experience in project implementation of SaaS applications and/or business process improvement initiatives.
• Experience in business requirements gathering.
• Experience in developing automated processes and/or develop analytics reports.
• Good knowledge and skills on cloud platforms, workflow tools and automation tools.
• Good knowledge and skills in system thinking to systematically identify gaps, defects, reduce inefficiency and create value in service provisioning processes.
• Able to translate system design flow into flow charts, steps, depicting business context and needs.
• Strong communication skills and consultative in approach to engage users.
• Analytical, Meticulous and enjoy solving problems.

Skills & Competencies

• A problem solver with excellent process re-engineering skills to continuously strive for business improvement.
• Good business acumen and ability to understand business requirements.
• Good communication and presentation skills, able to negotiate and influence effectively.
• Able to work independently and collaborate well across departments/teams.
• Keen learner of technological tools and able to translate knowledge for business users to understand.
• Good collaboration, user experience and service design skills to propose meaningful and effective interactions across the entire user journey service touchpoints.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.
• Strong in Excel or other data modelling tool to organize, analyze and present data.

Other Personal Attributes

• Willingness to step-up in ensuring that there is no drop of service quality/respond time to end-users.
• Excellent customer service, willing to go extra mile to complete assigned tasks.
• Have positive and "burning desire" working attitude.