Product Operations Analyst
1 week ago
Job Description
- Performs initial troubleshooting and follow thru on product-related escalations from Vendor Operations
- Initiates Jira ticket to resolve bug fixes
- Ensure that escalations are being attended to and resolved within SLA
- Actively joins Products meetings for Feature enhancements.
- Conducts training to cascade updates to Vendor Operations on feature enhancements
- Collaborate with different stakeholders to identify bottlenecks and launch an FRF to trigger system improvement.
- Constantly find ways to innovate and recommend system enhancements to streamline processes.
- Maintains dashboards and create/translate reports via Looker Studio.
- Ensure that KPI's are being met, escalation handling and resolution are within SLA, able to initiate FRF for Products & Feature enhancements
Issue Resolution
- Primary contact person on product-related escalations from Vendor Operations
- Ensure escalations from relevant stakeholders are being addressed and resolved within SLA
Feature Development
- Identify system enhancement and proactively collaborate with Products Team in creation of FRF and BRD
- Engage in Products & Features roll out and cascade to relevant users
- Maintains dashboards and create/translate reports via Looker Studio
Stakeholder Management
- Collaborate with different stakeholders to identify bottlenecks for system enhancements
Requirements
- Preferably a Graduate of Industrial Engineering or IT related course
- Has 2 years of experience in Process Improvement & Project Management
- Knowledge of G Suite and MS Office
- Proficient in creating training decks
- Able to create reports using Looker Studio
- Critical thinking skills
- Training skills
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