Analyst, Business Relationship Management at Vic Lawrence and Associates Limited - VLA

JOB OBJECTIVE(S)
With some guidance from supervisors, is responsible for engaging business stakeholders,  capturing business demand, provisioning services and ensuring customer satisfaction

DUTIES & RESPONSIBILITIES

• Assist with coordinating the provisioning of services to the business
• Support effort to translate business requirements into design specifications
• Serve as the interface between IT projects and customers to ensure collaboration and coordination between all stakeholders
• Work with Quality Assurance group to review and ensure that requirements and processes meet established quality standards
• Support business in the escalation and resolution of incidents
• Work with team lead to actively manage expectations of business stakeholders and monitor satisfaction levels
• Assist with communication of short, medium and long term IT strategy to business to ensure visibility
• Provide key inputs on the strategic plans of the various business units and how these can be integrated into the IT strategy and initiatives roadmap
• Provide leadership and technical guidance to reports
• Assist with the review performance reports to identify opportunity for improvement

KEY PERFORMANCE INDICATORS

• Number of uncaptured business demand
• Completeness of service catalogue
• Business stakeholder/ customer satisfaction level
• Number of business requirements fulfilled
• Timeliness of Subordinate reviews and mentoring
• Effectiveness of Subordinate reviews and mentoring

JOB REQUIREMENTS
Education
Minimum of a first degree or its equivalent in a business /IT related discipline

Experience
 Post-NYSC

KEY COMPETENCY REQUIREMENTS
Knowledge

• Working understanding of business financial models and business justifications
• Working knowledge of functional requirements design
• Good interpersonal and communication skills and the ability to work effectively with  other business unit leads
• Customer-centricity
• ·Creative, results-oriented and  analytical with strong problem-solving capability

Skill/Competencies

• Core SFIA 5 Skill Requirements
• Requirements Definition and Management (REQM 2)
• Business Analysis (BUAN 3)
• Other SFIA 5 Skill Requirements
• Service Acceptance (SEAC 4)
• Portfolio, Programme and Project Support (PROF 2)
• Learning Delivery (ETDL 3)

INTERNAL/EXTERNAL CONTACTS (eg Clients, Regulators, Regular Meetings etc)

Internal:  Also serves as Customer Service Manager

External:

REPORTING RELATIONSHIPS
Administratively reports to  Senior Analyst, Relationship Management | Business Analyst