Lead Analyst, HRIT

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Hong Kong and Macau in Kuala Lumpur is seeking an individual to serve as the first point of contact for queries from business users. Responsibilities include logging and resolving incidents, as well as providing solutions based on existing knowledge.

The ideal candidate will have expertise in HRIT systems like WORKDAY and experience in improving processes within HRIT. This role demands an understanding of user needs and effective communication to ensure timely support and resolution.

Qualifications

• Understanding and logging all necessary information for service requests.
• Experience in providing solutions or workarounds to users.
• Specialized expertise in HRIT systems, particularly WORKDAY.

Responsibilities

• First point of contact for queries from AIA's Business Users.
• Responsible for interacting with users and resolving incidents.
• Provide solutions within stipulated Service Level Agreement (SLA).

Job description

About the Role

• First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing knowledge base/ Admin guide.
• Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
• 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 escalates 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 HRIT systems- WORKDAY. Supports the implementation of WORKDAY, ensuring integration with other HRIT systems.
• Develops a comprehensive understanding of our broader HRIT ecosystem by learning and supporting various HRIT-WORKDAY modules in day-to-day operations.
• Works closely with business departments to understand their requirements and recommend process improvements within HRIT, providing high-quality deliverables.