Lead Analyst, Operations (Power Platform Support)

AIA Digital+ Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

AIA Digital+ Malaysia seeks a Lead Analyst, Operations (Power Platform Support) to be the first line of IT service support, logging, prioritizing incidents and service requests, and diagnosing issues against knowledge bases.

You will work with business units to gather requirements, provide solutions or workarounds within SLA, escalate where needed, and contribute to process improvements using Power Platform. Strong communication and platform expertise are essential for success.

Qualifications

• Bachelor’s degree in IT or a related field is required or other relevant discipline.
• Experience using ITSM tools will be an added advantage.
• Power Platform Certifications will be an added advantage.
• Strong understanding of Power Platform function.
• Ability to troubleshoot and resolve Power Platform related issues.

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 SLA.
• Highlight and elevate 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 systems.
• Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables.

Skills

Power Platform

Interpersonal skills

Communication

Troubleshooting

Education

Bachelor’s degree in IT or related field

Tools

Power Platform

ITSM Tools

Microsoft Office

Job description

Lead Analyst, Operations (Power Platform Support)

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 elevate 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 systems.

Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables.

Requirements

Education

Bachelor’s degree in IT or a related field is required or other relevant discipline.

Experience

Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.

Power Platform Certifications will be added advantage.

Strong understanding of Power Platform function.

Ability to troubleshoot and resolve Power Platform related issues.

Technical skills

Microsoft Office

Power Platform (Must have)

SLA familiarity and performance driven work culture.

Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.

Ability to diagnose and resolve basic technical issues.

Good communication and presentation skills.

Resourceful, independent and result oriented.

A good team player and keen to learn.

Proactive.

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AIA Digital+ Malaysia (AIA IT (M) Sdn. Bhd. (202201010550)(1456247-A)) 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.

AIA Digital+ Malaysia (AIA IT (M) Sdn. Bhd. (202201010550)(1456247-A)) 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.

What can I earn as an Operations Analyst