Data Management and Analytics Associate  

The role is responsible for providing ICT business systems services that includes daily operations support to users of Primer reporting services systems and related information management tools. The Senior Associate promotes a client-oriented approach to end-users and ensures all requests and knowledge-base maintenance are properly attended to and aligned with the Service Level Agreements.

Work in close collaboration with their respective ICT units in deploying business systems, resolves ICT related requests/issues and liaises also with ICT focal points for partner and vendor escalated concerns.

Duties and Responsibilities

• Customer Service
  • Records customer requests received based on the available communications means and tools
  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
  • Resolves and implements corrective measures regarding software problems experienced by users
  • Provides training and guidance to users in the use of the reports
• Assessment & Solution Management
  • Assess and identifies the best possible option to address the issues, utilizing knowledge-based documentations and/or upon actual assessment
  • Initiates temporary or initial resolutions until final fixes or solutions are provided by the concerned parties
  • Performs regular communications to users in case requests / issues have not been provided or addressed based on the agreed service / operation level agreements
  • Conducts quality assurance to establish request provision and resolutions are fit and proper
  • Executes identified solutions and support
• Knowledge Base Management
  • Improves client references by writing, contributing and maintaining documentations such as FAQs, Guidelines, etc.
• Report Management
  • Prepares reports by collecting, analyzing and summarizing information and trends (daily, weekly, monthly, quarterly and annual)
  • Provides regular monitoring and assessment report to immediate leader
• Continuous Management
  • Participates in testing and implementing ICT strategies, programs and projects
  • Contributes to team effort by accomplishing related results as needed
  • Undertakes other tasks or assignments within the area of competencies, as required
  • Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
• Project Management
  • Monitors and communicates project milestones.
  • Develops and documents application test plans based on technical and business specifications.
  • Conducts User Acceptance Testing (UAT)
• Other Related Activities
  • Performs above and other activities assigned by the immediate leader in various Primer Group company, offices, facilities, sites and remote locations

• Candidate must possess at least a Bachelor of Science degree in any Information & Communications Technology related course
• Preferably with 1 year or more work experience in performing data modeling, mining and analysis
• Preferably with 1 year or more experience in Retail and Enterprise Resource Planning systems

Training/Knowledge/Skills

• Comfortable in interfacing across all levels within the ICT organization and liaise with other departments, personnel and external business entities
• Appreciation of systems analysis and design, database management systems
• Technical and business understanding of an application such as ERP and POS systems
• Knowledgeable in the following technologies:
  • Microsoft SQL Server 2005 and/or above
  • Microsoft SQL Reporting Services (SSRS)
• Rational / organized and systematic/analytical approach in problem-solving
• Ability to understand and express complex technical ideas in a language comprehensible to all users
• Able to document application details and problems in a clear manner
• Strong mathematical and analytical skills
• Knowledge in reporting packages (Business Objects etc.), databases (SQL etc.), programming (ETL frameworks)