IT Operations Analyst

About MORO TECH

MORO TECH is a technology company with an international team dedicated to enabling businesses to excel through transformative solutions, data-driven approaches, and strong technical proficiency. The company partners with one of the largest original equipment manufacturers globally and focuses on pioneering industry advancements.

Role Impact and Responsibilities

As an IT Operations Analyst specializing in Business Analysis and Service Delivery, you will translate operational demands, challenges in service delivery, and business priorities into clear workflows, actionable enhancements, and well-prepared managerial outputs. Your scope of work spans customer service delivery management, internal IT operations including onboarding and asset management, process design, continuous improvement strategies like Kaizen, reporting, business case development, and coordination with technical teams. You will play a key role in enhancing IT operations to be more organized, scalable, and proactive.

• Manage and coordinate service delivery activities, ensuring tracking of priorities, risks, dependencies, and progress.
• Provide support for internal IT functions such as onboarding/offboarding, asset and access management, service requests, and operational controls.
• Analyze existing processes to identify pain points and design optimized, more efficient workflow solutions.
• Lead or assist continuous improvement initiatives including Kaizen projects across IT operations and service delivery.
• Prepare detailed operational reports, dashboards, status updates, meeting documents, and executive summaries.
• Collect and synthesize data from various sources including tools, tickets, meetings, and stakeholders to inform decision-making.
• Define, monitor, and report on KPIs, SLAs, risks, action plans, and improvement activities.
• Develop business cases for investments in tools, staffing, process improvements, outsourcing, automation, or technology upgrades.
• Collaborate with technical teams to clarify priorities, resolve blockers, and provide visibility to progress.
• Assist in prioritizing incoming requests, projects, incidents, improvements, and operational assignments.
• Document operational processes, decisions, roles, and standard working methods.
• Translate complex operational or technical concepts into clear, accessible business language for stakeholders and management.
• Facilitate workshops, follow-up sessions, retrospectives, and problem-solving meetings.
• Critique inefficient practices and propose practical, actionable enhancements.
• Ensure IT operational work is structured, measurable, and aligned with corporate priorities.

Required Qualifications and Skills

• Between 2 to 5 years of experience in business analysis, service delivery, IT operations, project coordination, or process improvement.
• Proven ability to convert business needs into well-defined requirements, action plans, processes, or reports.
• Experience in documenting workflows, process maps, requirements, decisions, and implementation plans.
• Strong analytical and problem-structuring skills to facilitate recommendation of process improvements.
• Good knowledge of IT operations, service management frameworks, or project delivery methodologies.
• Adept at collaborating with technical teams and communicating effectively to non-technical stakeholders.
• Exceptional organizational, prioritization, ownership, and accountability capabilities.
• Comfortable creating reports, summaries, business cases, and presentations for management audiences.
• Strong facilitation skills to lead meetings and ensure follow-through on action items.
• Fluent English communication skills, both spoken and written.
• Proactive approach with readiness to challenge and improve inefficient processes constructively.
• Ability to navigate a dynamic environment involving multiple priorities and diverse stakeholders.
• Experience working with data, operational metrics, KPIs, and reporting tools.
• Keen attention to detail and ability to bring clarity and structure to ambiguous situations.

Preferred but Not Essential

• Experience using IT Service Management (ITSM) platforms such as Jira Service Management or equivalents.
• Familiarity with Agile methodologies, ITIL frameworks, and service/incident/change/problem management practices.
• Background in Kaizen, Lean, operational excellence, or process optimization techniques.
• Experience preparing business cases including cost-benefit analysis and investment justification.
• Proficiency with Microsoft 365 suite, SharePoint, Teams, Planner, Power BI, Excel, Visio, and Power Automate.
• Exposure to technology, software, consulting, automotive, engineering, or similarly complex work environments.
• Experience coordinating distributed or multinational teams and stakeholders.
• Basic understanding of automation, workflow design, data analysis, or low-code development tools.
• Experience supporting technical or service delivery managers and engineering leads.
• Ability to develop clear documentation, process visuals, dashboards, and executive summaries.

Employee Benefits

• Competitive salary package that grows reflective of your contributions.
• Annual performance evaluations accompanied by salary reviews to acknowledge achievements.
• Monthly meal vouchers to support daily nutrition and creativity.
• Comprehensive private healthcare coverage extended to employees and their families.
• Additional vacation days to ensure work-life balance and personal rejuvenation.
• Annual training budgets to foster continuous professional development and skill enhancement.
• Access to modern technology setups with options for equipment upgrades allowing personalization.
• Structured career growth pathways with regular progress reviews.

Note: Benefits may vary depending on location.

Company Culture and Values

MORO TECH embraces a culture driven by agility, entrepreneurial spirit, and continuous evolution. A strong commitment to diversity ensures a work environment where individuals can bring their authentic selves. The company values innovating confidently amidst uncertainty and pursues goals with passion, learning from both successes and failures.