Business Problem Coordinator

Responsibilities

Main functions

The So FRESH Fronting team acts as the Single Point of Contact for OFS & CIB finance end users from Account Payable tools to Reporting applications. Its activities mainly deal with the Jurisdiction, the Incident Management and the Data Integrity controls.

A Business problem coordinator is responsible to monitor and fix difficulties that emerge during daily activities/controls. The purpose of problem-solving is to figure out what caused a problem so that it doesn't happen again. He should ensure that issues are identified, investigated, and resolved in a timely and effective manner, minimizing the impact on business operations

Will be also responsible for the overall management of the Issues/problem/incident management process, including the identification, investigation, and resolution of various applications problems and issues. The role aims to reduce the frequency and impact of incidents by preventing recurring issues and ensuring continuous improvement.

Key Responsibilities:

• Problem Identification and Logging:

• Ensure that problems are identified and logged in the Incident management system

  (Service Now)

• Collaborate with various teams (Fronting, Flows, Production, Business expertise, Application owner etc.) to identify recurring incidents that require root cause analysis and resolution.

• Root Cause Analysis:

• Conduct detailed analysis to determine the root cause of issues.
• Work with Function & technical teams to identify long-term solutions for recurring issues.

• Problem Resolution and Escalation:

• Lead the effort in solving problems by working with appropriate teams & stakeholders.
• Ensure that solutions are implemented to address the root cause and that workarounds are defined until a permanent solution is found.
• Escalate unresolved or complex problems to the appropriate levels of management.

• Problem Records and Documentation:

• Maintain accurate records of problem investigations and resolutions, including the identification of known errors and workarounds.
• Create and maintain problem reports, summary reports, and recommendations for improvement.

• Preventive Actions:

• Initiate and oversee preventive actions to reduce the frequency of problems, including trends analysis and proactive monitoring.
• Collaborate with other IT service management processes to improve overall service quality.

• Communication and Stakeholder Management:

• Provide regular updates on the status of problems, resolutions, and related initiatives to stakeholders.
• Coordinate with incident management, change management, and other teams to ensure alignment in resolution processes.

• Continuous Improvement:

• Contribute to the continuous improvement of the problem management process, methodologies, and tools.
• Ensure that lessons learned from problem investigations are incorporated into service delivery improvements.

Skills and Qualifications:

• Experience:

• 4-5 years of experience in problem investigations & management. 

• Technical Skills:

• Strong understanding of financial applications.
• Knowledge of Service Now ticketing tool

• Problem-Solving Skills:

• Excellent analytical and critical thinking skills to identify root causes and implement effective solutions.

• Communication Skills:

• Strong verbal and written communication skills to effectively communicate with technical and non-technical stakeholders.
• Ability to articulate complex issues clearly and concisely.
• French will be an added advantage.

This position will also have added responsibility of tackling functional issues on several finance applications. 

Other Contributions

• Excellent communication skills in English (written and verbal) are mandatory. French will be an added advantage.
• Effective communication with all stakeholders, End-users & Technical team