Lead Analyst, Operations

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

•First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing knowledge base/ Admin guide.
• Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.

Roles & Responsibilities

• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Highlight and escalate recurring Incidents which are similar in nature.
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure.
• Provides specialized expertise in Power Platform.
• Supports the implementation of Power Platform systems.
• Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables

Minimum Job Requirements

Education

• Bachelor’s degree in IT or a related field is required or other relevant discipline.

Experience

• Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
• Power Platform Certifications will be added advantage.
• Strong understanding of Power Platform function.
• Ability to troubleshoot and resolve Power Platform related issues.

Language skills

• Fluent in spoken and written English is a must.

Technical skills

• Microsoft Office
• Power Platform
• Programming languages: JavaScript, React, and JSON (added advantage)

Special skills

• SLA familiarity and performance driven work culture.
• Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
• Ability to diagnose and resolve basic technical issues.
• Good communication and presentation skills.
• Resourceful, independent and result oriented.
• A good team player and keen to learn.
• Proactive.