Process Analyst - 6 Month Fixed-Term

Summary about this job

Detail information about job Process Analyst - 6 Month Fixed-Term. Terms and conditions vacancy

• Opportunity to help shape the future of TeamTalk Group
• Wellington Central Location
• 6 month, Fixed-Term.

About TeamTalk Group

The TeamTalk group is a New Zealand owned and operated telecommunications company with a well-established footprint of more than 20 years. Through subsidiary companies CityLink and TeamTalk Mobile, the company delivers a range of cutting edge technology services to business and retail customers using a mix of nationwide networks, fibre and mobile radio.

About the Role

The Process Analyst will assist senior management in driving the strategy execution through designing new business models, streamlining and reengineering existing business processes and providing support to change management. The Process Analyst will be responsible for defining the current state of business functions and processes, identifying opportunities for improvement and making recommendations supported by strong business cases.

Duties and Responsibilities

• Review all Current Mode of Operating (CMO): Reactive Maintenance (Incident), Preventative Maintenance, Corrective Maintenance, Problem Management and Project Delivery workflows.
• Create Future Mode of Operating (FMO): Reactive Maintenance (Incident), Preventative Maintenance, Corrective Maintenance, Problem Management and Project Delivery workflows utilising the ServiceNow ITIL based ticketing platform.
• Create sub-process documentation, associated Work Instructions (WI’s), knowledge articles and self-service guidance for processes.
• Develop and implement FMO process training for the NOC FD and Operations/Delivery teams.
• Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed upon service levels.
• Conduct maturity assessments against other business activities to highlight areas of improvement or concerns.
• Participate in the problem resolution and bring inconsistencies and problems to the attention of management.
• Inspect effectiveness of active process improvement initiatives and make useful recommendations to enhance processes.
• Communicate with workers at all levels.
• Extract reports and provide a high-level analysis of data for review.
• Liaise with Senior Management to coordinate process improvement project activities.

Customer Experience

• Confident self-starter with the ability to manage senior stakeholders across different teams.
• Relate comfortably with other staff members while actively contributing to a positive team dynamic.

Differentiation

• Encourage fresh, innovative thinking to meet the needs of the organisation.

Operational Excellence

• Comply with policies, procedures and any other TeamTalk practices.
• Complete administration and reporting functions in a timely manner.
• Ensure proposals and presentations are of the highest standard.
• Understand the competitive and environmental marketplace.

Skills and Experience

• 10 years’ experience as a Business Analyst in the corporate environment.
• Excellent knowledge of ITIL
• Excellent knowledge of ServiceNow ticketing platform and process flow development.
• Knowledge of agile analysis techniques and methods.
• A strong knowledge of the telecommunications systems (Wireless and Fixed Network architectures) and Managed Service provider environments.
• Knowledge of analysing and documenting complex business processes.
• End to end knowledge of the project life cycle.
• Excellent written, oral communication and presentation skills.

• Strong interpersonal skills for managing internal relationships to achieve successful outcomes.

This is an exciting time to join TeamTalk Group and the opportunity offers an attractive remuneration package and prospects.

For immediate consideration, please apply now and submit your CV.