Lead Analyst, Operations (Power Platform)

AIA Digital+; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIA Digital+ in Malaysia is seeking a Power Platform support specialist to act as the first line of contact for incidents and service requests. You will investigate issues, provide workarounds, and ensure resolution within SLA while escalating complex cases to the appropriate teams.

The role requires strong knowledge of Power Platform modules, ITSM tool experience, and excellent communication to collaborate with business units for process improvements.

Qualifications

• Bachelor's degree in IT or related field.
• Experience using ITSM tools (Ticketing Tools) is an advantage.
• Strong understanding of Power Platform modules.
• Ability to troubleshoot and resolve Power Platform-related issues.

Responsibilities

• Act as the first line of support, communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to knowledgebase/problem management.
• Provide solutions or workarounds to resolve tickets within SLA.
• Highlight and escalate recurring Incidents which are similar in nature.
• Escalate Incident and SR tickets which cannot be resolved to the appropriate next-level resolver group.

Skills

Power Platform

ITSM tools

Interpersonal skills

Troubleshooting

Education

Bachelor's degree in IT

Tools

Microsoft Power Platform

Job description

• 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
• 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