Business Analyst

CONTEXT

ICRC has the ambition to build effective and efficient delivery systems through a Global Shared Service (GSS) model to enable the delivery of its strategy focused on beneficiaries and partners.

Since 1993, ICRC has offshored activities, mainly from the ICRC headquarters, starting with the Philippines and has added new activities, year by year, across the world. In 2016, the activities were regrouped under the Corporate Service Network (CSN) umbrella. These CSNs are spread across 27 delegations and have developed different types of activities under different delivery models, each with a different maturity level. The Institution would like to now build a more integrated structure called GSS to increase the quality of the services, expand the scope and leverage the scale effect through increased automation.

In 2020, the ICRC launched a programme which aims to build a Global Shared Service (GSS) structure by leveraging the CSN and similar shared services that already exist in the organization.

The programme aims to:

• Implement the future operating model and governance
• Define the guidance and fundamental operational elements of the service delivery models
• Propose a location strategy and build regional hubs
• Define the HR strategy for all staff impacted and ensure a relevant HR process is set up to develop the GSS
• Revise the financial model to reinforce the accountabilities of the different parties
• Implement projects aimed at transitioning current shared services centres.
• The team is currently split into three locations: Geneva, Belgrade, and Nairobi.

PURPOSE

Reporting to GSS Project Managers, the Business Analyst will work for the Global Shared Service Programme, with a strong collaboration with Technology & Information and other functional departments. As required by the business, this role will need to work independently across distributed teams at different levels of the organization.

This position is a business analyst position, with an expected strong involvement on both topics:

• Business analysis on IT service delivery in terms of mapping details of current “As Is” processes to understand the scope of existing processes and systems and identify opportunities to achieve optimization (simplification, standardization and digitalization).
• Business analysis on FAD-related projects in terms of reviewing and analyzing the current state of processes to identify gaps, optimize and redesign workflows for the improvement of operations of finance in the Headquarters, Field delegations and then in other locations within the Corporate Service Network (CSN)

The business analyst will contribute to the definition of the key and fundamental operational elements of shared services, such as process mapping, Service Level Agreement (SLA), Key Performance Indicators (KPIs), Standard Operating Procedures (SOP) and other monitoring mechanisms (such as customer feedback) in order to meet the business requirement.

ACCOUNTABILITIES AND RESPONSIBILITIES

Business Analysis:

• Work with the Project Manager and Subject Matter Experts to challenge and define the scope via business process analysis using appropriate elicitation and documentation techniques to ensure full Business and T&I understanding, in particular in the field of mapping business processes;
• Document and manage functional and non-functional requirements by running brainstorming sessions, interviews, workshops and other requirements-gathering techniques as appropriate;
• Translate the requirements into detailed specifications in the form of user stories and acceptance criteria;
• Perform Business process review and data quality analysis to be able to identify business processes that need optimization.
• Create and update solution design documentation. Perform gap analysis between out-of-the-box capabilities of the standard tool and business expectations;
• Support project manager in the design of a global consistency across all areas of the Global Shared Services programme – defining scope, support engagement, performance monitoring and all governance mechanisms (SLA, SOW, SOP, KPI, customer feedback, service management tool etc.)
• Support implementation of Global Shares Services’ initiatives.
• Assist with the development and deployment of training and training materials.

Selection Requirements

• University degree in IT, science, engineering, or business administration, along with 5 to 8 years of experience as a Business analyst or in a role with Business analyst activities.
• Knowledge and understanding of Service Delivery Models and Shared Services Centres.
• Exposure to the support functions (HR, Finance, IT, Logistics etc.) of a fast-paced, public, multinational environment is an advantage.
• Solid understanding of project management.
• Excellent interpersonal skills and proven capacity to work in an international environment and multi-location teams across disciplines.
• Capacity to quickly understand multiple new concepts in parallel and identify impacts on the existing Information System.
• Adept at collecting, synthesizing, interpreting, and summarizing processes across various information systems.
• Ability to work autonomously while also being a strong team player and accustomed to driving change forward.
• Sense of initiative and ability to critically examine issues and find constructive solutions.

Proactive and results-oriented; strong ability to prioritize.

ASSETS

• Lean Six Sigma or process management certification is an advantage
• Business analysis certification (e.g. CCBA, CBAP), as well as ITIL certification (Foundation), is an asset.
• Experience in BPM (Business Process Management) for modelling, improvement, and support to the specification of solutions, as well as experience in Business Process Modelling BPMN 2.0.
• Knowledge of data reporting tools (e.g. Power BI, Tableau).
• Previous experience with facilitation and leading cross-functional review meetings.
• Other language knowledge such as French.