Job Responsibilities:

• Analyze incident data to identify patterns, trends, and root causes, providing valuable insights to enhance incident management.
• Work closely with cross-functional teams, including IT, operations, and customer support, to gather requirements and assess the impact of incidents.
• Document business requirements, user stories, and process workflows related to incident management.
• Assist in developing and maintaining performance metrics and reporting dashboards to monitor incidents effectively.
• Facilitate meetings and workshops with stakeholders to collect feedback and ensure alignment on incident resolution strategies.
• Support the implementation of process improvements and best practices in incident management.
• Act as a bridge between technical teams and business stakeholders, ensuring clear communication and mutual understanding of requirements.
• Participate in post-incident reviews to identify key takeaways and contribute to continuous improvement initiatives.

Knowledge, Skills, and Competencies:

• Bachelor's or Master’s degree in MBA, Computer Science, MIS, Computer Engineering, or a related field.
• Strong analytical skills, with the ability to interpret complex data sets and derive meaningful insights.
• Proficiency in business analysis tools and methodologies (e.g., UML, BPMN).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Experience with incident management systems and ticketing tools (e.g., ServiceNow, JIRA) is an advantage.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
• At least five years of experience as a Business Analyst, preferably in incident management or IT support. Experience in lending, loans, banking, or internet/mobile banking implementation is a plus.
• Skilled in developing business process maps and formal documentation, such as Business Requirements Documents (BRD).
• Strong problem-solving and analytical skills, with the ability to communicate effectively with technical IT teams and related parties.
• Ability to work under pressure with a flexible schedule.
• Strong communication and presentation skills in both Thai and English.