Analyst, Operations

AIA Hong Kong; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A large insurance company in Kuala Lumpur is seeking a Support Specialist to assist in HRIT operations, focusing on Workday applications. The role involves managing incidents, software support, and ensuring high-quality deliverables. Candidates should have a University degree in computer science, at least 2 years of relevant experience, and strong communication skills. You'll play a crucial role in helping improve HR processes while working in a dynamic environment.

Qualifications

• Minimum 2 years of experience in regional solution/system support with HRIT focus.
• Relevant Center of Excellence experience and people management.
• Practical experience with HR processes and practices.

Responsibilities

• Act as the first line of support, communicating with users for Incident & Service Requests.
• Evaluate and diagnose incidents using knowledgebase and known errors.
• Resolve tickets within stipulated Service Level Agreement (SLA).
• Escalate unresolved Incidents and Service Requests appropriately.
• Provide specialized expertise in Workday.

Skills

Understanding of Workday application

Incident management

Problem-solving

Communication skills

Leadership

Education

University / College graduate in computer science

Tools

Workday HCM & Recruitment module

Job description

Are you ready to shape a better tomorrow?

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

• Assist Manager in team operations and executions.
• Ensure team timely and quality team deliverables.
• Ensure solutions are consistent with regional template and ensure regional solution architecture team is aligned.
• Have a good understanding in Workday application.

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 escale 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 Workday.
• Supports the implementation of HRIT, Workday 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

• University / College graduate in computer science or other relevant discipline.

Experience

• Minimum 2 years’ relevant experience in regional solution/system support with HRIT focus across the ASPAC region.
• Relevant CoE experience and people management.
• Good knowledge in WorkDay HCM & Recruitment module.

Desirable Traits

• Self-starter, proactive and resourceful.
• Good leadership.
• SLA familiarity and performance driven work culture.
• Solid communication skills both verbal and written.
• High level of interpersonal skills to work effectively with others.
• Practical experience with HR processes and practices.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.