IT Service Delivery Analyst – ERP & APS Manufacturing Business Applications
Legal Entity: NIRU Swiss SA, part of the NIRU Group www.nirugroup.com
Employment Type: Full-time (100%), on-site
Seniority: 3-5 years of experience
Languages: English (required), French (very strong plus)
About NIRU Group
At NIRU Group, we believe our purpose is to spread happiness—through precision, craftsmanship, and the people we empower. Our culture values integrity, innovation, and impact. As we continue to grow in the high-end watchmaking & jewelry sector, we are looking for talent not only excellent in their field, but also aligned with our mission to make a meaningful difference.
Role Purpose
The IT Service Delivery Analyst ensures the reliability of critical internal applications such as ERP (Oracle NetSuite in particular) and APS (Delfoi in particular) while coordinating the delivery of enhancements with external suppliers and internal development teams. The role combines day-to-day service operations (incident, request, and problem management) with business analysis and change coordination to deliver secure, compliant, and high-quality service to our users.
Key Responsibilities
* Business Analysis, Requirements Collection & Delivery:
o Meet key users and document business requirements; translate into user stories/biz specs and acceptance criteria.
o Maintain and prioritize the product backlog; coordinate build, test/UAT, and release phases.
o Plan and supervise the business specifications sign‑off, development, UAT, go‑live and hypercare phases.
* Service Operations:
o Manage and dispatch to the team (20+ people between internal and outsourcing) the IT incidents and request pipelines; ensure SLA adherence and timely stakeholder updates.
o Perform initial technical analysis (logs/SQL/basic API checks) and coordinate resolutions with vendors/developers.
o Lead problem management and post‑incident reviews; drive preventive actions and knowledge base updates.
o Orchestrate supplier work ensuring sound AMS (day‑to‑day) and on‑time delivery of projects; handle escalations.
o Track and monitor KPIs at IT department level.
o Provide clear, regular reporting on service health, risks, issues, and delivery milestones. Track service and supplier performance scorecards.
Qualifications & Experience
* 3–5 years as IT Service Manager, IT Project Manager, IT Business Analyst or IT Product Owner in the IT department of a medium‑large corporation.
* Strong preference for candidates with exposure to the IT side of manufacturing operations.
* Strong preference for experience with major ERP and/or APS platforms (e.g. SAP, Oracle, Microsoft, etc.).
* Proven ability to translate business needs into actionable requirements and testable outcomes.
* Technical fluency in collaborating with engineers and suppliers.
* Proficiency with ITSM and delivery tools (e.g., ServiceNow, Jira/Confluence, monitoring/log tools).
Working Arrangement
On-site 5 days a week, Monday to Friday, in our Plan‑les‑Ouates site. Work from home only for exceptional circumstances.
NIRU Swiss SA is an equal opportunity employer. We welcome applications from all qualified candidates and make employment decisions based only on business needs, merit, and qualifications.
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