Business Analyst - Service Management, Itil Job in Fidelity Investments

Job Description:

Job Title BUSINESS ANALYST

The Purpose of This Role

You should be a self-starter who demonstrates a keen interest towards Technology with a desire to monitor and improve the IT Service Management and its related processes. You would be ensuring all the end user services are available all the time.

The Value You Deliver

• Conduct and manage Service Review Meetings
• Represent FITGs change tickets in Change Advisory Board
• Co-ordinate with support teams during any multiuser incidents
• Ensure all the end user services are available all the time
• Handle On-Call responsibilities after business hours & Weekends
• Communicate to end users in case of any outage / change to any of the end user services
• Monitor all the incident and change queues and ensure tickets are closed on time
• Analyze Incident & Change tickets on a regular basis and provide your findings to management
• Monitor the teams SLA and report in case of any dip in the agreed SLA
• Create dashboards for teams metrics whenever required
• Drive Service Improvements
• Publish reports on the KPIs during regular intervals

The Skills that are Key to this role

Technical / Behavioral

• Deep understanding of ITIL approach, principles and processes
• Good scripting knowledge
• Good knowledge on reporting tools such as Tableau, Splunk etc.,
• Basic understanding about networking concepts
• Basic understanding related to Operating systems, Active Directory, Azure Cloud
• Experienced to work in a fast moving, customer focused environment
• Be flexible towards working hours during busy periods
• Highly motivated, even under pressure
• Strong team player
• Excellent interpersonal, organizational, verbal and written communications skills
• Flexible, adaptable and respond quickly to changes
• Re-prioritize and organize effectively
• Good in problem solving skills

The Skills that are Good to Have for this role

• You should have good analytical skills
• You should have good documentation skills using WinWord, Excel, PowerPoint, Visio etc.,

How Your Work Impacts the Organization

FITG (FMR India Technology Group) is responsible for managing IT projects including technology rollouts, new office fit outs and partnering with global IT teams to meet IT requirements of Fidelity India business units. The functions in FITG include end user computing, network services, hosting services, service delivery, IT risk management, and IT asset management.

We as a part of Service Delivery function responsible to ensure all the functions within FITG follows ITSM process and practices and monitor if we are achieving all the key metrics.

The Expertise Were Looking For

• ITIL V3 foundation certification is a must
• 2 to 3 years of experience
• Graduate