Operations Command Center Analyst

Job Description
Our Global Operations Command Center function needs an Operations Command Center Analyst to join our growing team in Kuala Lumpur, Malaysia. We are looking for a professional with a mix of experience in both information technologies and business administration. You can adapt, learn new skills and business systems while working in a globally distributed team environment, supporting in and out of channel exam delivery and candidate experience.
You are naturally detail-oriented, innovative and pragmatic. Leverage data while overseeing operational and technical escalations, driving the team towards a resolution while mitigating future risks. Your broad responsibilities will include working with client service managers or executives to gather additional information about command center specifications, then work directly with project managers or cross functional team members to translate these new needs into deliverables. This position offers great experience working on global technology systems and the ability to learn and develop new skills while working on projects.

About Prometric
Prometric's corporate headquarters is in Baltimore, Maryland, but our reach is truly global. We operate corporate offices in 15 countries and test centers in more than 150, giving our company a truly diverse global reach. The resources we put in place around the world allow us to provide unmatched support to the clients whose exams we deliver and to the test takers who visit our centers or via remote proctoring

What does the role involve?

• Plan and execute cross-functional support command centers across multiple time zones (APAC, EMEA, NAM) for high profile clients aimed at ensuring the best possible experience for our candidates and clients.
• Work cross functionally with internal departments to transform and streamline existing procedures in order to align operational procedures around the needs of the clients/candidates and maximize effectiveness and efficiency.
• Serve as a liaison and strategic change agent for the Operations Command Center by working across regions and departments at all levels, to identify root causes, trends, and potential sources of problems, then owns the execution of projects to effect change.
• Take responsibility to share experiences with peers through knowledge management activities by creating and documenting resolutions, knowledge base articles and/or procedural materials for future reference.
• To identify, develop and execute proactive measures to preempt potentially candidate impacting issues.

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Identify, report on, and mitigate any risk to our core functions of test delivery and candidate experience.

• Highly detail-oriented with a strong ability to manage and execute simultaneous projects and tasks.

Requirements:

• Language Fluency – The analyst should have the ability to converse fluently in English. Additional languages are an added advantage, not a requisite.
• Communication Skills – This role requires excellent written and verbal communication to successfully prepare reports and interact with team members cross functionally along with other key decision-makers.
• Analytical Thinking – The ability to successfully assess technical and operational needs, so strong analytical and data assessment skills are vital with strong attention to details.
• Requirements Gathering – The analyst plays an important role in gathering data related to command center requirements and specifications, so they should have a strong grasp of best practices and validation processes.
• Technical Aptitude – This role balances technology and business coordination, the analyst will need to be familiar with the technologies and processes our organization uses every day.
• Team Coordination – Analyst will work closely with internal teams and key stakeholders in different functions, so they should have strong team leadership, collaboration, coordination skills.
• Flexible Work Hours – As the role covers command centers that are across multiple time zones, the analyst will need to be flexible to work across APAC, EMEA and NAM time zones.

Experiences and Skills:

• Experience with SQL, PowerBI, and Microsoft 365 including Teams, SharePoint, OneDrive and Power Automate an added advantage, not a requisite.
• Preferably has computer programming and technical knowledge in .Net, SQL, C# or Python languages is an added advantage, not a requisite.
• 2-5 years of experience working in a technical and business administration role with project management or dealing with large sets of data.
• Experience building reports and dashboards from large data sets and multiple data sources.

Our team’s on-boarding and 180 program runs for 6 months, during which time you will be allocated a mentor to guide and transition you into the organization. We set you up to succeed in the role with the team supporting every aspect of your learning curve.