Senior Technology Service Management Analyst

Monday through Friday 8:00 a.m. to 5:00 p.m.

The primary role of this position is to provide Tier 1 application support for our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support.

This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Tier 1 support team using a variety of problem-solving techniques, while maintaining a high level of customer satisfaction.

You will work as a member of the Enterprise Technologies team supporting a newly formed Global Financial Solutions (GFS) business unit reporting to the ET Director. You will provide local support to onsite users and remote support to our user base globally. You will be expected to work using your own initiative but following Standard Operating Procedures and utilizing our internal knowledge base and be able to communicate effectively with other IT teams.

• Providing support to all internal/external GFS teams for tech/operational queries.
• Basic triaging of issues reported
• Work closely with Service Delivery and other Internal teams, to Identify issues and liaise with Product team as required.
• Ability to find gaps, issues, or potential improvements in the system.
• Understand, investigate, and solve complex and challenging technical problems.
• Regularly track various metrics and KPIs associated with Tech Ops Center, adhering to defined SLA's and the ITIL best practices.
• Implement robust monitoring and alerting system and optimize for scale and performance.
• Responsible for debugging the reported issues and performing the root cause analysis Creating / Writing Service Desk Procedures and End User Manuals.

• Ability to cope with rapidly changing circumstances in a dynamic environment.
• Bachelor Degree in Information Technology, Computer Science or equivalent
• ITIL certification or a willingness to undertake.
• Experienced in application support, Service Now ticketing tool, and applications like SailPoint, Salesforce, Workiva along with Windows OS, Microsoft Office, Microsoft Exchange, Active Directory account management and User access requests
• A disciplined approach to implementation, support, and documentation.
• Self-starting and self-motivated and professional with ability to take on responsibility.
• Result driven and are always looking for improvement opportunities.
• Willingness to learn and to upskill technical knowledge.