My client is a diversified international provider of financial and investment banking services. World-wide we employ over 11,000 people in 23 countries.
We are seeking an entrepreneurial individual to join their team as a Business Service Analyst on a contract basis.
This division is responsible for managing the company's technology infrastructure; supporting, maintaining, and enhancing existing business systems; and delivering and deploying new systems, technologies, and services to the businesses. Their commitment to growth within our niche markets exemplifies some of our core values and starts with identifying like-minded talent.
This role will report into the Service Delivery Manager, is New York based, and covers all Business lines and offices in the Americas region. You will support end-to-end service delivery to the Americas by a mixture of proactive and reactive activity with a major focus on process and process compliance. The clear objective is to identify and action opportunities to improve overall service delivery to the Business.
Responsibilities:
• Lead, administer, streamline, and improve Change Management, Problem Management, and Asset Management processes
• Facilitate, monitor, and communicate Sev1 and Sev2 incidents
• Help identify root cause of problems
• Monitor outstanding issues and follow up with business delivery teams to meet SLAs
• Improve Remedy reporting capabilities
• Provide metrics and reports to help manage Service Desk area
• Request and Ticket trend analysis and reporting
• Problem, Error and Incident Control
• Facilitate and contribute to major Problem and Incident reviews
• Contribute to a continuous service improvement culture within the service desk, focusing on areas where real customer service improvements can be made
• Administer support roster
• Support various audit exercises
• Support BCP initiatives
To succeed in this role, you will possess:
• Broad experience in Infrastructure delivery across a broad range of technologies
• ITIL process expertise (including Change, Problem, Incident)
• Ability to manage incidents, problems, and change through a calm yet decisive manner
• Attention to detail
• Structured approach to problem identification and problem solving
• Excellent communication skills
• Action and people oriented with a passion for Service Delivery
Experience in the following will be considered an advantage:
• Understanding of the Financial Services industry
• Strong focus on delivery with some project management background
• Demonstrate ability to develop long term, strategic relationships with key business staff and stakeholders
• Strong Change Management background
• ITIL framework and processes
Qualified candidate should send their resume to
<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: Business Analyst
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