职位类别： 计算机软、硬件/互联网/IT 工作地点： 北京 发布日期： 2008-01-09 工作经验： 不限 最低学历： 本科 职位月薪： 面议 工作性质： 全职 招聘人数： 若干 管理经验： 否 职位描述/要求： Organization: SLC SIS - Siemens IT Solutions and Services Location: Beijing Business Area: Information&Communications Function Area: Information Technology Job Code: CN05041 Goals/Mission: The primary responsibility of the Process Analyst is to ensure process adherence, quality, change control and continuous improvement of service desk related operational and business processes. In addition the PA defines implements and maintains control of work instructions and procedural guidelines for agent levels. Further responsibilities include creation of standardized and specific reports related to operational processes. The PA is also responsible to support the training department in detecting process related skills gaps and contribute to the development of process related training documentation. Moreover the PA proposes improvements for the I infrastructure used within the SD in close collaboration with production support departments. Tasks: A. Process quality and continuous improvement Incident Management and Problem Management: 1 Performs monitoring of ticket flows until closure to reduce aging case numbers (long term incidents handling) 2 Handles account or service desk process failures escalated to or reported to PA. Initiates and follows up hierarchical escalation processes to completion where required Service desk related operational and business processes (level 5 and subsequent only*) *Note = responsibility for business process levels 1 to 4 lies with process owners and process managers 1 Performs process audits to ensure compliance with defined standards 2 Identifies process gaps, provides solutions to ensure continuous improvement of quality and follows up on decisions and measures on a regular basis 3 Prepares and supports implementation of process related change requests (interfacing if required with other process management roles) 4 Maintains change control on document masters for service support processes 5 Develops, documents, implements and controls work instructions and procedural guidelines for agent levels in accordance with SBS Delivery Management D300 processes and customer contract scope definitions 6 Ensures operational processes and procedures are communicated to and effectively implemented into operations Provides specific reports (ad-hoc reports) 1 On a regular base provides reports on process adherence 2 On request provides evaluation and analysis of incidents and specific trend reports (on ticket quality or to support analysis of skill gaps and detect training needs and continuous improvement purposes) 3 Analyze statistical data, assess and derive improvement measures and procedures. Supports implementation. 4 Detects / recognizes skill gaps and communicates training needs to team lead and service desk service desk training department. 5 Interfaces with knowledge promoters if specific trend reports point out needs for new knowledge assets Coaching 1 Coaches service desk staff to ensure continuous effectiveness and process adherence for implemented operational processes 2 Supports management initiatives to improve and enhance service quality within the Service Desk 3 Contributes to the development of process related training documentation and supports performing of account specific process training for all agent levels 4 Ensures all affected service desk staff receives appropriate training on business and operational processes Technology support Interfaces with production support staff to ensure availability of appropriate tools and systems required to provide service support according to designed processes Education: Bachelor Degree or above, Major in Computer Science is preferred Job Language: EN Knowledge/Languages: ITIL Practitioner Service Desk, Incident&Problem Management preferred Experience: Professional: at least 36 month work experience in an ITIL based service environ-ment, experience in a business or process analyst role, experience in report writing, quality management, six sigma basics preferred Project: 12 months work experience as a project member preferred Leadership: experience in a team management position can be of advantage Intercultural: work experience in an intercultural environment preferred 联系方式： .
|
|
