Lead Analyst, Operations (Power Platform)

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 modules.
• Develops a comprehensive understanding of our broader Power Platform ecosystem by learning and supporting Power Platform in day-to-day operations.
• Works closely with business departments to understand their requirements and recommend process improvements within Power Platform, providing high-quality deliverables.

Requirement

• sBachelor's degree in IT or a related field is required or other relevant discipline
• .Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage
• .Strong understanding of Power Platform modules
• .Ability to troubleshoot and resolve Power Platform-related issues

.
Technical skil

• lsMicrosoft Offi
• cePower Platfo
• rmProgramming languages: JavaScript, React, and JSON (added advantag

e)
Special skil

• ls SLA familiarity and performance driven work cultu
• re.Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholde
• rs.Ability to diagnose and resolve basic technical issu
• es.Good communication and presentation skil
• ls.Resourceful, independent and result orient
• ed.A good team player and keen to lea
• rn.Proacti