Operational Analyst (Singapore, 2-Year Contract)

Role Overview

The Operational Analyst is vital for supporting IT Service Management (ITSM) operations and overseeing service delivery governance. The focus is on tracking operational performance, evaluating data, and driving improvements to ensure service quality aligns with contracts, governance, and organizational goals.

Primary Duties

• Monitor and report on key ITSM processes such as Incident, Change, Problem, and Request management to ensure compliance with SLAs and OLAs.
• Develop and sustain comprehensive Service Delivery Assurance reports and dashboards.
• Analyze data related to SLA breaches, identify patterns and recurrent issues to aid proactive problem-solving.
• Conduct quality gate assurance for EBG Client Service Delivery operations.
• Undertake commercial and non-commercial analysis within the Service Delivery team across divisions including Project Management, Service Management, ICT Operations, and Professional Services.
• Provide insightful data to Service Delivery Managers and stakeholders on performance and risk factors.
• Recommend mitigation or corrective actions to address service delivery risks.
• Support regular reports including monthly, quarterly, and special service performance analyses.
• Ensure all operations comply with ITIL-based ITSM standards and governance frameworks.
• Assist internal and external audits by offering precise and prompt operational metrics.
• Maintain and update documentation including workflows, SOPs, and governance protocols.
• Collaborate with service owners for continuous process enhancement and automation efforts.
• Track, measure, and report outcomes of service improvement initiatives to management.
• Contribute to knowledge bases through lessons-learned documentation and process evaluations.
• Prepare executive-level performance summaries for internal leadership and external clients.
• Serve as a key communication bridge among operations teams, service delivery managers, and business units.
• Escalate operational risks with data-supported recommendations for swift resolution.
• Manage and analyze data using ITSM tools such as ServiceNow, ensuring data quality and accuracy in categorizations and assignment groups.
• Advocate for and contribute feedback on ITSM tool enhancements aimed at boosting operational insight and reporting capabilities.

Qualifications and Requirements

• Bachelor’s degree in Information Technology, Business Administration, or comparable experience.
• 3 to 5 years of relevant professional experience in ITSM operations.
• Firm grasp of ITIL framework principles and key ITSM processes: Incident, Problem, Change, and Request management.
• Background in service delivery assurance, project management, and managing SLAs/OLAs.
• Proficiency with ITSM platforms such as ServiceNow alongside reporting tools like Excel, Power BI, and PowerPoint.
• Certifications such as ITIL Foundation or above, COBIT, Agile Service Management, and PRINCE are advantageous.
• Strong skills in data analysis, visualization, and root cause investigation.