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Group IT Cloud Process & Governance Analyst

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Date: Jan 1, 2021

Location: Port of Spain, TT

Company: Digicel

About Digicel


As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


Visit www.digicelgroup.com for more.

Job Title: IT Cloud Process & Governance Analyst 

Location: Trinidad


Primary objective of the job: 


The primary responsibility of the IT Cloud Process & Governance Analyst is to develop, document and communicate processes and workflows that support IT Cloud Operations.  This will include development of knowledge articles and self-service guidance for IT Services located in the Cloud. 


Main Duties and Responsibilities:


  • Create process documentation/workflows, knowledge articles and self-service guidance for IT Services in the Cloud.
  • Collect and document business requirements for project and process improvement/automation efforts
  • Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  • Review information and trends to ensure that the output of processes is achieving the desired results and that services are meeting agreed upon service levels
  • Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
  • Identify issues and risks
  • Bring inconsistencies and problems to the attention of management
  • Participate in the problem resolution
  • Track major incident management process and ensure adherence of the process and escalation requirements within the various support and delivery areas
  • Prepare incident details for post-mortem incident reviews 
  • Extract reports and provide a high-level analysis of data for review
  • Maintain a complete understanding of and adheres to all IT policies and processes
  • Understand business needs and objectives.
  • Keep abreast of industry news and trends.
  • Bring more efficiency and effectiveness to processes.


Academic qualifications and experience required:


  • Bachelor Degree in Business, Computer Engineering or Computer Science.
  • A minimum of 2 years’ experience in a similar role.
  • ISO, PMI, Business Analytics Certificates would be an asset.


Functional Skills:


  • Highly self-motivated and a quick learner
  • Superb communication skills
  • Analytical skills and strong organizational abilities
  • Ability to understand technical IT terms and present to non IT audience
  • Attention to detail
  • Problem-solving aptitude
  • Critical thinker
  • Outstanding communication and presentation skills
  • Excellent organisation and time management skills





This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.


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