Analyst, Incident and Problem Analyst

Join to apply for the Analyst, Incident and Problem Analyst role at MUFG

Do you want your voice heard and your actions to count? Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long‑term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career. Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

• Degree or equivalent work experience equally preferable.
• Undergraduate degree in computer science, information technology or any engineering field.

• [Include information as needed.]

• Experience in IT delivery services across a large organization required.
• Experience in the banking or finance industries preferred.
• Experience in a highly regulated industry preferred.
• Knowledge of IT Service Management (ITSM) framework.
• Functions include but not limited to supporting Windows OS, MS Office/O365, end user computer systems, hardware, software, application, MDF/IDF, VoIP, network, WLAN, server, BYOD and VDI.

• Proficiency with Service Now ITSM:
  Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis.
• Familiarity with ACD Tools (Avaya or Cisco a plus):
  Operations, reporting, skill‑based call routing administration, IVR administration.
• Experience in collaborating with offshore and other IT infrastructure teams.
• Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration.
• Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration.
• Proficiency with command line, Power Shell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues.
• Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi‑Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope.
• Proficiency in troubleshooting Microsoft Windows operating systems.
• Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, One Drive, and One Note issues.
• Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing.
• Proficiency in administering Network file sharing including drive mapping, permissions, and troubleshooting.
• Familiarity with Linux / Unix is a plus.
• Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec.
• Familiarity supporting VPN issues.
• Familiarity supporting multi‑factor authentication (RSA, MS MFA, etc.).
• Familiarity with home network troubleshooting.
• Experience in collaborating with offshore and other IT infrastructure teams.

• Communicates effectively.
• Identifies multiple paths to success through the development of analytical, critical thinking, and decision‑making skills.
• Exercises sound judgement and strives for continuous improvement.
• Demonstrates optimism, resilience, flexibility, and openness to others' ideas.
• Learns while doing.
• Actively listens and asks thoughtful questions.
• Leverages available technology to achieve efficiency and results.
• Engages inclusively and with intent.
• Always acts with integrity.
• Analytical thinking.
• Iterative problem‑solving.
• Serving as a trusted advisor.
• Ability to work effectively both independently and as part of a team.

• Interface with vendors to provide service on PCs and related hardware, and address complex problems and technical issues.
• Install, configure, troubleshoot, and maintain office productivity enhancing tools, PCs,…