Responsibilities

• Within delegated authority, the Senior Information Systems Assistant will be responsible for the following duties: • Reviews and updates KPI quarterly reports aligned with SLA’s and close coordination with Client Service Support and application development team.
• Organizes business analysis meetings, reviews client requirements, and maps them to existing ICTS services in coordination with service owners, leveraging data-driven approaches to capture and analyze stakeholder needs.
• Facilitates the introduction of new clients by aligning identified service needs with ICTS offerings, ensuring an efficient onboarding process supported by business intelligence insights and performance metrics.
• Maintains positive client relationships through structured communication plans, regular feedback mechanisms, and the collection and analysis of client feedback data to inform service improvements.
• Prepares comprehensive reports, dashboards, and data visualizations to convey information to management, summarize key findings, and support strategic decision-making through business intelligence tools.
• Reviews and updates the ICTS Service Catalogue, rate cards, and SLA processes for new and existing clients, integrating data analysis to monitor service performance and identify trends. • Designs, develops, and maintains client-facing documentation for relevant services, systems, and products; oversees updates in line with change management and operational procedures.
• Contributes to the development and improvement of internal processes and standard operating procedures supporting the BRM function, applying business intelligence and data analysis to optimize workflows and enhance operational efficiency.
• Drafts correspondence, outreach campaigns, and communications (including work plan revisions), prepares inputs for periodic reports, and utilizes analytic insights to tailor messaging and track engagement outcomes.
• Keeps abreast of developments in the field, conducts research and benchmarking on new technologies, proposes acquisitions, and supports implementation of new solutions, integrating business intelligence assessments and data-driven evaluations.
• Conducts regular data analyses on service usage, client engagement, and operational metrics to identify opportunities for improvement, predict trends, and deliver actionable intelligence to stakeholders.
• Works collaboratively with cross-functional teams to design and implement business intelligence solutions, ensuring robust data collection, reporting mechanisms, and analytic support for ICTS operations.

Education

• Completion of high school diploma or equivalent is required. Additional training and a technical or vocational certificate in information technology, computer science or other related areas is required.

Work Experience

• A minimum of ten (10) years of experience in information systems analysis, data analysis, data reporting, information management, business relationship management, technical writing, customer relations, business intelligence, or a related area is required.
• Experience with Microsoft business intelligence tools such as Power BI, SQL Server Reporting Services (SSRS), or similar platforms; Familiarity with other major business intelligence suites including but not limited to Tableau, QlikView, or SAP BusinessObjects is desirable. Experience with delivering and monitoring service delivery to a diverse client base is desirable.
• Experience using Enterprise Resource Planning System (ERP) systems is desirable. Work experience of one (1) year or more in data analytics or related area is desirable.