Service Analyst

• Nov 2018 - Present

Being responsible for the overall quality and performance of the service delivered to the client, overseeing and managing daily escalations and prioritisations that are raised internally as well as externally. Working together with the project delivery team and production support teams in order to maintain, improve and deliver the service level clients require. Being directly responsible for the platform, leading regular meetings with the client, collecting feedback, providing… Show more Being responsible for the overall quality and performance of the service delivered to the client, overseeing and managing daily escalations and prioritisations that are raised internally as well as externally. Working together with the project delivery team and production support teams in order to maintain, improve and deliver the service level clients require. Being directly responsible for the platform, leading regular meetings with the client, collecting feedback, providing updates and discussing ways how to improve / maintain the service. Application Support – ensure that the application is working correctly as deployed Issue Management – analyse, investigate, and allocate for resolution and closure for all issues Change Management – support testing and release process for production fixes. Project Handover – facilitate the transition between project support and production support for all changes Service Support – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations

Production Support Analyst

• Jan 2018 - Oct 2018

CIM Business Analyst

• Dec 2016 - Dec 2017

CSA Data Analyst

• Nov 2015 - Nov 2016

CSA Data Analyst

• Apr 2015 - Oct 2015

Direct Sales Associate

• Jan 2015 - Mar 2015