Information Technology Analyst

Job Title: IT Analyst

Department: Information Technology

Company: Abdul Latif Jameel

Reports To: IT Manager / Business Relationship Manager (BRM)

The IT Analyst serves as the liaison between business and IT, analyzing business requirements and delivering technology solutions that improve operational efficiency and support the organization's digital transformation initiatives. The role is responsible for the full solution lifecycle, including requirements gathering, implementation, application support, and continuous improvement of enterprise systems.

Key Responsibilities

• Gather, analyze, and document business requirements, translating them into functional and technical solutions.
• Design, implement, and enhance ERP and digital solutions aligned with business priorities.
• Collaborate with business stakeholders, cross-functional IT teams, and vendors to deliver projects using Agile and SDLC methodologies.
• Provide Level 1 and Level 2 functional support, ensuring incidents, service requests, and change requests are resolved within agreed SLAs.
• Configure and support SAP SuccessFactors and other enterprise applications to meet business needs.
• Prepare technical documentation, SOPs, user guides, and deliver end-user training.
• Support system upgrades, releases, and continuous improvement initiatives while ensuring compliance with enterprise architecture standards.

Key Performance Indicators

• Deliver projects on time and in line with business priorities.
• Maintain application support SLA compliance of 98% or above.
• Achieve 85%+ business user satisfaction.
• Deliver change requests and system enhancements within agreed timelines.
• Maintain accurate documentation and ensure successful system upgrades.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field.
• 3–5 years of experience in Business Analysis, ERP implementation, or enterprise application support.
• Experience delivering projects using Agile and SDLC methodologies.
• Strong understanding of business process analysis and digital solution delivery.
• Experience with SAP SuccessFactors or similar ERP platforms is highly preferred.
• Knowledge of Human Resources business processes is an advantage.
• Business Analysis and/or SAP SuccessFactors certifications are preferred.
• Fluent in English; Arabic is an advantage.

Core Competencies

• Business Analysis & Requirements Gathering
• SAP SuccessFactors / ERP Solutions
• Stakeholder Management
• Project Delivery (Agile & SDLC)
• Application Support & Incident Management
• Problem Solving & Analytical Thinking
• Communication & Collaboration
• Continuous Improvement