IT Systems Support Analyst (Agile Scrum Master) | Hybrid - Makati

Responsibilities for this position may include but are not limited to:

• Provides 2nd level production support for several applications by troubleshooting incidents to identify root causes and solutions, identifying, and resolving problems, designing, and implementing configuration changes and monitoring performance.
• Deploys, configures, and supports business applications.
• Develops deep domain knowledge by understanding business processes.
• Elicits business requirements and translates business needs into fit-for-purpose actionable plans.
• Actively participates in an integrated DevOps Team utilizing Agile methodologies with strong change management focus.
• Proactive communication and quick response to production issues and project work. Strong customer focus.
• Monitors interfaces/data loads, administer security, and provide feedback/solutions on application performance.
• Identify areas for improvement and partners with Software Engineers/team members to address tactical and strategic issues.
• Develops and maintains support documentation.
• Maintains IP Compliance on systems and software as appropriate.

Required Skills:

• Bachelor’s degree in computer science, Engineering, Math, Statistics, or other relevant fields.
• At least 5+ years’ experience with technical and/or business knowledge in 2 or more areas e.g., business analysis, production support with good overarching understanding on retail marketing and store systems, card systems, payment systems, mobile app, testing and integration.
• Critical thinking skills for framing, analysis, and synthesis of complex issues.
• Ability to tailor business processes to adapt to application functionality and processes.
• Strong stakeholder engagement; proactively collaborates with external (3rd party support and vendors) and internal customers.
• Technical writing - Being able to communicate complex ideas, status of issues and changes in a clear way (oral and written) to all levels of staff across the org.
• Independent, organized, and multi-tasker. Ability to work effectively and proactively in a multi-functional setting.
• Detail oriented with the ability to quickly assimilate and apply new concepts, business models and technologies.
• Highly motivated and self-starter
• Working knowledge and familiarity with scripting in DevOps environments, specifically with creating test scripts, deployment automation and configuration management using tools and technologies like PowerShell, BASH, Ansible

Preferred Skills:

• Have experience working on a POS system with systems integration to payment, loyalty and mobile applications
• Working knowledge and understanding of Secure File Transfer Protocol (sFTP) used for exchanging data, and SQL Database queries and table.
• Working knowledge of IRM technical controls is an advantage.
• Knowledge of programming tools like Python, C#, JavaScript
• Knowledge of cloud services (e.g., Microsoft Azure, AWS) and cloud-based architecture.

Selection Criteria:

• Business Analyst Skills & Technical Depth
• Ability to understand strategic goals and objectives and key business processes and identify integration points.
• Demonstrated experience in developing, socializing, and vetting new business processes and working across multiple stakeholder groups.
• Ability to analyse data and recommend reports to aid in decision making, communicate trends, exceptions, and appropriate actions to audiences of all levels.
• Solution minded with good sense of perseverance and resilience.
• Experience with mobile systems or loyalty rewards system will be a bonus.
• Familiar with IRM/IRSM/SOX processes and related technical standards and controls is a plus.
• Understanding of Service Level Agreements, Vendor Management, and Incident Management
• Communication Skills
• Ability to coordinate, create and deliver effective communications across a broad range of stakeholder groups; successfully adapts communications to audiences of all levels.
• Ability to work with multiple teams both external and internal and influence/drive to deliver results.
• Ability to explain technical concepts to non-technical users.
• Exhibits role courage to make thinking visible; Agree to Disagree
• Leadership
• Able to influence and inspire trust in others to follow and support.
• Willingness to take ownership and show initiative to achieve results.
• Ability to prioritize multiple tasks and work under pressure.
• Able to provide out-of-hours support when needed.

Additional Details:

• Work Schedule: Mid/Night Shift
• Work Setup: Hybrid – 2x Work Onsite - Makati, 3x Work From Home