Service Management Analyst

• Obtain data/information required for operational process reviews and recommend improvement/ enhancements on affected work processes
• Communicate and work with managers and teams for the design, development and implementation of process management and continuous improvement disciplines in RDC and other relevant FBDMS units
• Conduct system evaluations, and submit and report cost-benefit analysis results
• Present to relevant stakeholders user requirements, system and project documents
• Conduct authorized time-and-motion studies and report results
• Recommend process improvement and automation solutions 
• Conduct process and systems presentations
• Conduct and coordinate/facilitate process reviews and system tests as required in various departmental projects 
• Plan, track and report status of assigned tasks and projects
• Raise operational and project task issues to relevant stakeholders
• Participate in individual or team goals setting, performance reviews and development planning
• Provide feedback and suggestions on, and promote compliance to company and department policies, procedures and standards, and apply their prescribed preventative and/or corrective actions within the department, as approved

• Study automated tools available within the company or commercially, and perform fit-gap and  cost-benefit analysis of their usage for organizational process enhancement/optimization
• Review, analyse, design and document business As-Is and To-Be processes for process improvement, and  development and implementation of automated solutions 
• Plan, organize, conduct, document and report results of time-and-motion studies and automation initiatives
• Review and analyse workflow, isolate attention areas, and develop recommendations to address process risks, and plan for and implement required improvement 
• Capture, understand, and document processes and system requirements, and ensure that approved requirements and authorized changes are delivered to end-users
• Produce documentation to communicate business and technical requirements to other technical teams for systems design, development, and enhancements
• Design, develop/configure and maintain reports and performance dashboards and other analytics tools, and provide analysis and recommendations for achieving optimized efficiency, quality, productivity, resource usage and other organizational operational requirements 
• Assess impact and prioritize changes in requirements based on business needs
• Develop project and technical support documentation such as, but not limited to, Release Notes, Service Level Agreement, User’s Guide and Work Instructions
• Prepare documents and pre-requisites for, and perform system integration tests, and facilitate user acceptance tests, and initiate and manage test cases and scripts/issues log controls for these tests
• Develop and maintain Work Plan and Activity Tracker to monitor and report progress of assigned tasks and deliverables 
• Prepare materials, and provide training and assistance to end-users for system and/or process implementation. 
• Build and maintain a functional and technical requirements repository, and facilitate completion of process and project assets library

Key Skills:

• Ability to collaborate with others at all levels of the organisation, both in written and verbal form
• Strong ability to obtain, analyse, isolate and interpret business needs and determine appropriate process and systems innovations
• User and system requirements writing, and process documentation skills
• An appreciation of both IT and business strategy
• Ability to plan, perform and facilitate various system tests and document scripts and results
• Produce documentations required in the different phases of process improvement and SDLC projects
• Presentation and facilitation skills with the ability to present issues both formally and informally 
• Analytical and logical thinking
• Strong troubleshooting and problem solving abilities
• Sound decision-making abilities
• Ability to manage multiple activities while maintaining a high level of performance 
• Demonstrate a high level of professionalism, quality, efficiency, conflict resolution, and results delivery
• Has initiative; ability to undertake additional responsibilities and respond to situation as they arise with little or no supervision
• Ability to work independently in achieving goals and objectives
• Strong ability to continuously learn

Knowledge and/or experience in the following are considered a plus:

• Ability to perform systems configuration and scripts development for operational analysis, reports, dashboard and other decision support requirements 
• Knowledge of project management, system design, IT infrastructure and database concepts
• Experience on process and systems requirements and other SDLC-related documentations and testing
• Exposure to reporting concepts, dashboards design and development
• Knowledge on Lean Six Sigma, CMMI, ITIL, and ISO

Personality Traits:

• Upholds integrity and alignment to corporate values, policies and standards
• Has analytical, creative, innovative and out-of-the-box thinking and change enablement
• Excellent listener
• Has strong service and continuous innovation orientation
• Creates/inspires an environment that encourages teamwork and collaboration
• Able to handle multiple, complex priorities and balance the needs of each according to business impact
• Promotes professionalism in the organization

• BS in Computer Science or Engineering or 0 – 2 years equivalent experience
• Exposure to live presentations and user training
• Familiarity with process documentation tools, reports/dashboard creation, workflow automation and project management principles.
• Software skills: Microsoft Visio, Excel, Word, PowerPoint, Power BI; other workflow automation and reports/dashboard creation tools a plus

• May be required to work during PH holidays and 24 x 7 availability for communication.
• Employment is dependent on a national police criminal history check that is acceptable to FUJIFILM DMS.
• Some travel may be required to various FUJIFILM DMS sites, interstate or overseas to meet requirements of the role.
• May be required to complete an Australian Taxation Office and Federal Police security check.
• Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in designated work area.
• Additional security clearances may be required as requested by FUJIFILM DMS or its clients.
• Required to work reasonable additional hours as may be necessary to meet the requirements of the position.
• Maintain FUJIFILM and client confidentiality.
• May be needed to be on-call from time to time to meet requirements of the role. 
• Required to participate in workplace fit-for-work initiatives (including stretching programs).
• Ensure that all FBDMS/FFDMS PH policies, including Code of Business Conduct, Business Management System and Security policies and procedures are adhered to
• Ensure Work Health and Safety policies and procedures are adhered to
• Ensure that self and other employees within the role’s area of responsibility always take care to work in a safe manner and report workplace hazards.
• Observe behaviour standards and practices that are non-discriminatory to, and non-harassment or non-bullying of co-workers, prospective co-workers, and FUJIFILM Data Management Solutions Pty Limited /FFDMS Philippines Corp. (FBDMS/FFDMS PH) sub-contractors, visitors, clients or customers, and ensure treatment of people with fairness and respect in the performance of duties