Job Summary

: The Platform Analyst supports Platform Services by applying strong technical knowledge across one or more enterprise technologies that enable business capabilities and critical business processes. The role is responsible for maintaining reliable, secure, and effective platform services; understanding integrations with upstream and downstream systems; translating business needs into practical platform solutions; and collaborating constructively with business stakeholders and Information & Technology teams. The Platform Analyst also contributes to service improvement, platform lifecycle management, operational stability, and the delivery of measurable business value.

Key Responsibilities

Provide day-to-day administration, monitoring, maintenance, configuration, and support for assigned enterprise platforms and related services. • Analyze business and operational requirements and translate them into clear functional specifications, technical requirements, user stories, or configuration changes. • Investigate incidents, service requests, recurring issues, performance degradation, and integration failures; restore services within agreed service levels and escalate appropriately. • Perform root-cause analysis and implement preventive or corrective actions to improve platform availability, reliability, performance, and user experience. • Support platform enhancements, upgrades, patches, releases, migrations, and lifecycle activities, including impact assessment, implementation planning, rollback planning, and post-release validation. • Understand and maintain integrations with upstream and downstream applications, data flows, interfaces, APIs, authentication services, and dependent infrastructure. • Execute or coordinate functional testing, system integration testing, regression testing, and user acceptance testing; ensure acceptance criteria are met before production release. • Maintain accurate platform documentation, configuration records, support procedures, knowledge articles, standard operating procedures, data flows, and runbooks. • Monitor platform health, capacity, security controls, data quality, usage trends, and service performance; identify risks and improvement opportunities proactively. • Work closely with business stakeholders, architects, engineering teams, service management teams, security teams, vendors, and other technology groups to deliver effective solutions. • Support access management, platform controls, audit evidence, compliance requirements, change management, and technology governance in line with organizational policies. • Identify opportunities for automation, standardization, self-service, process simplification, and cost or productivity improvement. • Participate in operational reviews, project meetings, release planning, incident reviews, and continuous service improvement initiatives. • Provide platform guidance, knowledge transfer, and user or support-team enablement for new features and operating procedures.

Skill Requirements

• Strong working knowledge of one or more enterprise platforms, applications, cloud services, infrastructure technologies, or digital workplace technologies relevant to the assigned service. • Good understanding of platform administration, configuration, monitoring, troubleshooting, security, access controls, integrations, and service lifecycle practices. • Ability to analyze complex incidents and business requirements, identify dependencies, assess risks, and recommend practical solutions. • Experience with IT service management processes, including incident, problem, change, request, knowledge, configuration, and release management. • Working knowledge of integration concepts such as APIs, data interfaces, authentication, single sign-on, middleware, and upstream/downstream dependencies. • Experience with testing methods, defect management, release validation, and production acceptance. • Ability to interpret operational data, logs, platform metrics, service reports, and trends to support evidence-based decision-making. • Strong documentation skills, including the preparation of process flows, functional requirements, support procedures, knowledge articles, and technical artefacts. • Effective verbal and written communication, stakeholder engagement, facilitation, and cross-functional collaboration skills. • Strong customer focus, ownership, attention to detail, prioritization, problem-solving, and continuous-improvement mindset. • Familiarity with Agile, DevOps, automation, and modern service delivery practices is desirable. • Working knowledge of tools such as ServiceNow, Jira, Confluence, monitoring platforms, reporting tools, scripting utilities, or equivalent technologies is desirable.

Other Requirements

 Act as a trusted platform subject-matter contact and provide clear recommendations on service risks, technical options, operational impacts, and improvement priorities.\\\\r\\\\n• Demonstrate end-to-end ownership from requirement clarification and solution assessment through testing, deployment, operational handover, and benefits realization.\\\\r\\\\n• Ensure solutions are scalable, supportable, secure, aligned with enterprise architecture, and designed to minimize unnecessary customization and technical debt.\\\\r\\\\n• Maintain a business-outcome focus by linking platform performance and improvements to service availability, employee productivity, process effectiveness, customer experience, risk reduction, and cost efficiency.\\\\r\\\\n• Contribute to platform roadmaps by identifying lifecycle risks, technology currency needs, capacity constraints, emerging capabilities, and opportunities for modernization.\\\\r\\\\n• Support service transition by ensuring operational readiness, documentation completeness, knowledge transfer, monitoring, support ownership, and acceptance criteria are in place before go-live.\\\\r\\\\n• Build constructive working relationships across business functions and Information & Technology organizations, promoting transparent communication, shared accountability, and timely resolution of dependencies.\\\\r\\\\n• Undertake other platform-related duties reasonably assigned in response to evolving business priorities, technology changes, or operational needs.\\\\r\\\\n