需求分析 / 项目经理

英语 粤语 必须 IT Service Management Business Analyst & Project Manager Key responsibilities:

• Gather and document business requirements by conducting discovery meetings and workshops.
• Analyze and translate business requirements into functional and technical specifications.
• Support and guide stakeholders in defining their requirements using your knowledge of ITSM platform and ITIL framework to ensure outcomes deliver the ask whilst complying with the ITSM platform standards and best practices.
• Collaborate with stakeholders to define and prioritize features, enhancements and system integrations.
• Perform gap analysis to identify areas where the ITSM platform can add value and recommend appropriate solutions.
• Translate and communicate requirements clearly to technical developers.
• Prepare test cases and drive user acceptance testing.
• Plan and manage ITSM projects from initiation through implementation, defining scope,objectives, deliverables, timelines, resources and key milestones.
• Coordinate cross-functional teams and vendors, track project progress, dependencies,risks, issues and actions, and provide clear status updates to stakeholders and management.
• Manage changes to project scope, schedule and priorities through appropriate governance, ensuring solutions are delivered on time and aligned with business, control and platform requirements.
• Establish and maintain appropriate project governance, including governance forums,stage-gate reviews, decision and action logs, status reporting, documentation standards and escalation paths.
• Prepare and present project updates to steering committees and key stakeholders, highlighting delivery status, key decisions, risks, issues, dependencies, financial considerations and required management actions.
• Ensure projects comply with applicable IT governance, architecture, security, risk,change management and operational-readiness requirements before implementation and handover.
• Support end-users pre and post implementation of new solutions providing guidance and knowledge to help resolve any gaps and ensure smooth implementation.
• Lead and facilitate Agile ceremonies, including sprint planning, daily stand-ups, sprint reviews and retrospectives, ensuring effective communication and collaboration among team members.
• Stay up to date with the latest ITSM platform (i.e. ServiceNow) releases and features to ensure we continuously improve our solutions and offerings.

Role Requirements

• 3 years' experience in a Business Analyst and/or Project Management role supporting ITSM platforms (ServiceNow or similar platforms) - Practical experience managing technology projects, including project planning,schedule and milestone tracking, risk and issue management, stakeholder reporting and delivery governance - Experience applying project governance controls, including stage gates, steering committee reporting, risk and issue escalation, decision tracking, change control and project closure - Solid analytical and problem-solving skills and a keen eye for detail - Self-motivated, resilience to overcome challenges or setbacks to achieve targets - Good oral and written communication skills in Cantonese and Mandarin, English speaking is preferable - Excellent communications skills, ability to form strong relationships with a strong customer focus at the heart of everything you do.
• Experience with Agile/Scrum methodologies and tools is a plus - A good understanding of ITIL v3 or v4 is a plus IT BA / PM 主要职责： - 通过开展需求发现会议和工作坊，收集并记录业务需求。 - 分析业务需求并将其转化为功能规格和技术规格。 - 运用您对 ITSM 平台和 ITIL 框架的了解，支持和引导利益相关方定义其需求，确保成果既能满足其诉求，又符合 ITSM 平台标准和最佳实践。 - 与利益相关方协作，定义功能、增强项和系统集成并确定其优先级。 - 执行差距分析，识别 ITSM 平台可增值的领域，并推荐适当的解决方案。 - 向技术开发人员清晰传达和沟通需求。 - 编写测试用例并推动用户验收测试。 - 规划和管理 ITSM 项目，从启动到实施全过程，定义范围、目标、交付物、时间表、资源和关键里程碑。 - 协调跨职能团队和供应商，跟踪项目进展、依赖关系、风险、问题和行动项，并向利益相关方和管理层提供清晰的状态更新。 - 通过适当的治理机制管理项目范围、进度和优先级的变更，确保解决方案按时交付，并符合业务、控制和平台要求。 - 建立并维护适当的项目治理机制，包括治理论坛、阶段关口评审、决策与行动日志、状态报告、文档标准和上报路径。 - 编制并向指导委员会和关键利益相关方汇报项目更新，重点说明交付状态、关键决策、风险、问题、依赖关系、财务考量和所需的管理层行动。 - 确保项目在实施和移交前符合适用的 IT 治理、架构、安全、风险、变更管理和运营就绪要求。 - 在新解决方案实施前后为最终用户提供支持，提供指导和知识以帮助解决任何差距，确保顺利实施。 - 领导和推动敏捷仪式，包括冲刺规划、每日站会、冲刺评审和回顾，确保团队成员之间的有效沟通与协作。 - 持续了解最新的 ITSM 平台（如 ServiceNow）版本和功能，确保我们不断改进解决方案和服务。 岗位要求： - 3 年以上业务分析师和/或项目管理经验，支持 ITSM 平台（ServiceNow 或类似平台） - 具有管理技术项目的实际经验，包括项目规划、进度和里程碑跟踪、风险与问题管理、利益相关方汇报和交付治理 - 具有应用项目治理控制措施的经验，包括阶段关口、指导委员会汇报、风险与问题上报、决策跟踪、变更控制和项目收尾 - 扎实的分析和解决问题的能力，注重细节 - 自我驱动，具备克服挑战或挫折以达成目标的韧性 - 良好的粤语和普通话口头及书面沟通能力，英语口语能力者优先 - 优秀的沟通能力，能够建立牢固的关系，始终以客户为中心 - 具有敏捷/Scrum 方法论和工具经验者优先 - 熟悉 ITIL v3 或 v4 者优先