Associate Service Management Analyst

Working Arrangement

Hybrid

Job Description

The Service Management Analyst is responsible for establishing and driving operational standard and governance across all teams in the IS organization – composed of Software/Applications, Infrastructure, Platform, and Information Security teams.

Responsibilities:

• Establish strong ITIL-based process governance across the IS organization
• Develop Service Level Agreements with Manulife Business Units and provide means to monitor and improve service delivery output and operational excellence.
• Collaborate with various technical teams to deliver business process reengineering programs across the IS Organization.
• Create, recommend, and deploy technology and process improvement tools, best practices, and workflow improvements.
• Responsible for Governance, Reports, and Continual Service Improvement.
• Ensure compliance to work process standards and guidelines.
• Drive team optimizations through process discoveries.

Technical Skills:

• Experience working in any of the following functions:
  • Systems/Applications Development or Support
  • Environment Management and Release Deployment
  • Security Risk Management Operations
  • Business Intelligence
  • Automation
• Project Management or Business Analysis Skills
• Advanced Skills in Microsoft Excel, Power point, and Share point
• Preferred: Working knowledge on Power BI, Power Automate

Qualifications:

• Ability to understand different technology platforms and process flows.
• Demonstrated project management & planning skills
• Excellent in data collection, summarization, and data analysis.
• Strong communication skills - verbal, written & presentation; ability to adapt content to various audiences; communicates effectively at all organization levels.
• Proven interpersonal skills: ability to build relationships, engage and influence others.
• Strong attention to details and services accuracy.
• Self-starter and results-oriented.