Service Senior Analyst Resume Samples

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M Hegmann

Meda

Hegmann

1941 Rossie Prairie

Dallas

+1 (555) 417 7979

1941 Rossie Prairie

Dallas

Phone

p +1 (555) 417 7979

Experience Experience

Chicago, IL

Service Senior Analyst

Chicago, IL

Kulas, Larson and Turner

Chicago, IL

Service Senior Analyst

Assist with change management activities which include release and production slots management
Develop global/regional/local solutions for business (CIP-Continuous Improvements)
Maintain effective relationships and WoW with strategic partners (External Vendors), Manage and Measure Vendor performance
Provide technical knowledge / guidance or coaching with minor supervisory role to team member(s), and provide feedback to the Service Lead
Work with other teams globally, regionally and locally to ensure global coverage is provided and excellence shared
Assist with change management activities which include release and production slots
Develop/improve standard operational procedures and Service Delivery Procedures

Boston, MA

Senior Service Provider Analyst

Boston, MA

Bahringer, Dibbert and Pouros

Boston, MA

Senior Service Provider Analyst

Respond to customer and/or internal business partner requests and questions regarding services and products on a timely basis, making customer service a top priority
Build and maintain quality relationships with internal business partners by providing a consistent point of contact with suppliers and service providers
Maintain regular communication with internal business partners for feedback and information
Interact with internal business partners and customers regarding issues arising from day-to-day processing
Coordinate, schedule and prepare agendas and minutes for internal business partner meetings
Prepare monthly suspense and attestations certificates
Assess and improve the operational effectiveness of the portfolio on an ongoing basis within prescribed limits

present

Philadelphia, PA

Senior Service Recovery Management Analyst

Philadelphia, PA

DuBuque, Herman and Carter

present

Philadelphia, PA

Senior Service Recovery Management Analyst

present

Provide information as an input to problem management processes
Regularly has the authority to make choices, recommendations and decisions within established parameters
Developing, defining and maintaining IT Scorecard KPI’s, metrics
Ensure incident management goals, policy, processes, procedures are documented and followed consistently
In-depth knowledge of ITIL framework
Obtains business and IT senior management support for any recommended changes
Regularly coaches, mentors, instructs, directs, and assigns work to other, monitoring project status

Education Education

Bachelor’s Degree in Computer Science

University of San Francisco

Bachelor’s Degree in Computer Science

Skills Skills

Prior experience in internal risk management/first line of defense is highly desirable
Proven ability to work effectively in a team
Strong customer service and relationship management skills
Strong conflict management/ resolution skills
Strong presentation and report-writing skills
Strong written and oral communication skills
Attention to detail
Ability to multi-task in a fast-paced environment
Excellent interpersonal skills and influencing skills, be confident, proven record of good judgement Possess a flexible approach, the ability to identify compliance risks
Strong analytical and problem-solving skills

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15 Service Senior Analyst resume templates

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Senior Service Provider Analyst Resume Examples & Samples

5 to 7 years of related experience
Good change management knowledge and experience
Solid knowledge and understanding of internal business partner’s key products and services, processes, controls and organization
Good knowledge of workflow priorities and deadlines in processing areas that interface with the business unit
Good business and industry knowledge
Strong presentation and report-writing skills

Senior Service Management Analyst Resume Examples & Samples

Provide in-person and phone support to fulfill service requests and troubleshoot/diagnose and resolve End User Computing (EUC) incidents. Manage incidents that are assigned to service partners. Manage ticket queues and ensure timely updates to all assigned tickets
Develop and maintain relationships with the Executive community. Act as an ambassador and spokesperson for IT. Maintain good relationships with the wider IT team (including IT business partners) to act as an interface for Executive interactions
Support smooth IT Operations for the Zug site. Take the lead in site Operational issues to ensure good service for Zug staff. Provide guidance to global projects with Zug site impact
Analyze support processes and technology and recommend improvements to management. Implement approved proposals. Feedback into continual service improvement process
Provide training and coaching on all End User technologies
Certificate or Bachelor's Degree in the field of information technology, engineering, computer science and/or business administration (Required)
Strong experience with infrastructure services with an emphasis on EUC technology and processes. (Required)
Demonstrated mastery of IT EUC concepts, processes, tools and techniques. Windows 7 / 10, iOS, iPhone, iPad, Airwatch MDM, MS Office 2010+, Mac OS X, laptop hardware
Accreditation/Certification in ITIL service management framework preferred
Experience with IT services in Pharmaceuticals/Biotechnology is an advantage but not essential
Experience of interactions at an Executive level

MYS Ctsm Pg-service Quality Senior Analyst Resume Examples & Samples

Experience in Financial Services especially Cash Management, Transactional Banking and Trade Operations is a must Incident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution Tracking
Strong trouble shooting/problem solving skills
Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations
Experience with Metrics a plus
Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines
Flexibility to support global time zones and approximately 4 on-call weekends per year
5+ years experience in TTS or IS,IS,DCC Business, Operations, Controls, Technology and/or Client Service
Excel skills are a must
Knowledge of Internal Audits, Corrective Action Plans (CAP) tracking and Regulatory Compliance is considered a plus

Senior Analyst, Service Continuity Test Resume Examples & Samples

Ensuring delivery of NAB Enterprise Disaster Recovery Exercises involving 500+ resources onshore and offshore
Planning, Scheduling and Reporting of preparation
Engagement with technology and business resources
Contribution to maintenance of team process documentation and DR master execution plans
Delivery of improved process productivity or efficiency
Delivery of innovative solutions to resolve issues
Monitoring resolution of test issues and ensuring users and other interested parties are kept informed
Ensure all work within area of responsibility is carried out and documented in accordance with required standards, methods and procedures to ensure information retention and re-use
Previous experience working in complex IT environment
Excellent Communication and Presentation skills
Project Management exposure and MS Project skills
Analytical and problem-solving skills

Senior Service Provider Analyst Resume Examples & Samples

Be aware of and understand the applicable regulatory requirements arising from the unit’s activities and accountabilities
Assist in providing guidance to management to ensure effective risk and control processes and practices are in compliance with bank and regulatory requirements
Assist in ensuring Supplier Relationship Management (SRM) Operating Group Compliance processes are implemented and are aligned to regulatory requirements and the Enterprise Compliance Risk Appetite
Provide assistance in interpreting the impacts of business changes and/or regulatory changes on controls and effective operational risk and regulatory management of the business unit and suppliers in the SRM portfolio
Stay abreast of general industry trends and regulatory developments with the potential to impact the SRM Operating Group and also suppliers managed by SRM
Perform analyses, identify trends, and create and monitor ongoing reporting of regulatory and risk factors. Maintain the accuracy of the reporting information for the business unit
Assist in monitoring and testing of regulatory compliance of the business unit; participate in the implementation of corrective action plans for resolution of issues or findings
Assist in monitoring risk from existing formal investigations and enforcement actions related to suppliers within the SRM portfolio. Work closely with supplier managers to monitor regulatory supplier investigations, exams, enforcement actions, consent orders, etc
Provide assistance in anticipating and/or interpreting risks associated with new processes and/or process improvements within the business unit or with supplier governance model
Support SRM business unit preparation for internal and/or external reviews or audits. Participate in the annual audit process
Liaison as assigned with internal groups particularly as they audit and assess SRM business unit compliance with regulatory policy standards
Support the delivery of exceptional customer service to our SRM business partners that builds trust through responsive, accurate, consistent, and knowledgeable support
Share knowledge of regulatory policies or procedures with SRM staff
Assist in evaluating tools for regulatory monitoring and alert systems; serve as user of tool and interpret and communicate pertinent information to management
Excellent interpersonal skills and influencing skills, be confident, proven record of good judgement Possess a flexible approach, the ability to identify compliance risks
Prior experience in internal risk management/first line of defense is highly desirable
Proven ability to work effectively in a team
Able to plan their work at least several months ahead
Able to manage and plan projects
Ability to work autonomously with minimal supervision
Mental skills required in areas of reading and interpretation of data, language, analytical, investigative, verbal and written communication, attention to detail, multiple project tasking

Senior Service Provider Analyst Resume Examples & Samples

Undergraduate degree or equivalent work experience required
2+ years mortgage industry experience, required
1+ year of appraisal experience, required
Strong written and verbal communication and relationship building skills
Intermediate PC/computer skills
Advanced MS Excel skills (Pivot Tables, V-lookup, Graphs)
Advanced MS Word and PowerPoint skills
Self-motivated with the ability to work independently

Service Senior Analyst Resume Examples & Samples

Monitor Application Services performance; make sure the system’s stabilization and operational reliability meet agreed level
Engage our customers across region and globally,
Continuously identify and improve system to meet business’ growing requirements
Develop global/regional/local solutions for business (CIP-Continuous Improvements)
Develop/improve standard operational procedures and Service Delivery Procedures
Be part of an out of hours callout service for problems with business critical systems, including follow the sun requirements and activities
Identify recurring problems and participate on resolution
Understand, interpret architecture/ Support interfaces and perform technical troubleshooting
Work on Service Introduction (Take On) Activities
Plan, test and implement enhancement, requests that deliver business benefit
Involvement in project activity, including supportability advice and providing support to Development Teams during the systems delivery lifecycle
Outage coordination in the region
Report on Service metrics
Engage and work closely with Global Template Teams
Good communication, especially in English and interpersonal skills
3-5 years DB experience, Oracle is preferred
Familiar with ITIL

Senior Analyst, Service Enablement Resume Examples & Samples

5+ years of relevant CRM and/or sales analytics experience
Measuring and improving Sales organization performance and productivity
Sales process refinement and metrics
Sales Operations or sales analytics
Change management initiatives

Senior Principle Service Catalog Analyst Resume Examples & Samples

At least 5 years of experience in service catalog, service portfolio, or service management framework
Broad based foundation of IT knowledge with an advanced technical understanding of client/server technologies, virtualization, application management, networking and security principles, network storage and data centers
Experience and conversant in the use of service catalog, request fulfillment, incident, problem and change management processes and process integration according to the ITIL framework. (Preferably ITILv3 Foundation certified)
4 year degree in computer science or related field, or equivalent experience
Self-motivated individual with excellent interpersonal communication and problem solving skills
Experience working within a complex multi-supplier environment
Experience working with global and culturally diverse teams
An understanding of service delivery and customer care ideals coupled with a strong sense of reality
Committed to teamwork
Excellent motivator with ability to achieve results
Personal behaviors and values that nurture openness, honesty, trust, mutual respect and support from all team members in line with service excellence ideals
Excellent customer interface/ service skills
Aptitude to learn fast and adapt to new support processes
Ability to go through significant amounts of documentation and be able to retain the information

Senior Analyst, Service Center Performance Resume Examples & Samples

Consistently monitor and evaluate ESC performance statistics to identify and report trends and propose action plans to address issues
Identify gaps in resource material and work closely with COE content Managers to address concerns
Gather data from multiple sources and consolidate via spreadsheets
Work with internal partners to perform quality assurance checks on system configuration, test workflow for proper functionality, troubleshoot, and resolve problems
Maintain configuration of the ESC case management system to support business processes in partnership with other HR Leadership and other system administrators
One (1) year of experience developing and monitoring call center metrics; specifically for operational performance results regarding quality, agents, command center performance
Experience working with various HR Systems
Requirements Gathering and Documentation
XML and HTML experience, Configuration of Tables and System Security Roles
Intermediate to Expert MS Office Excel skill set
Excellent communication (written and oral) including presentation skills (MS Visio, MS PowerPoint) and interpersonal skills
Ability to prepare project documents for presentations, user manuals, training manuals, policies and procedures
Proven ability to work collaboratively across teams to manage a team-oriented project
Proven ability to work creatively, innovatively and analytically in a problem-solving environment
Experience developing KPIs for multiple processes
Analytical team leadership experience
Advanced-level skill and experience in operations performance analysis in a customer-based Service Center environment
Expert knowledge in Call Center tools, systems and technology
Expertise in problem-analysis and problem-solving tools and techniques
Working knowledge of Service Level Agreements (SLAs)
Expert-level skill in Microsoft Excel
Demonstrated effectiveness in collaboration, communication and influencing
Working knowledge of Human Resources processes
Ability to successfully operate in a fast-paced group environment

Senior Analyst, Service Recovery Resume Examples & Samples

Undergraduate degree in Business, Finance, Math, Statistics, or related quantitative field or equivalent experience/training. MBA preferred
At least 2 years of experience with data extraction, manipulation and analysis; experience with analyzing technology performance is desirable; experience with relational databases is highly desirable
Proficient with Microsoft Office applications (MS Excel, Access and PowerPoint); advanced knowledge of Microsoft Excel is desirable
Experience with data extraction tools and methods (SQL, SAS, Access, etc.)
Strong aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
Excellent verbal and written communication skills with the ability to effectively interact with employees at all levels within the organization as well as with external contacts
Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations

Senior Analyst, Service Recovery Resume Examples & Samples

Perform in-depth analysis of technology performance, processes and customer data to identify service delivery gaps and suggest measures to improve performance
Identify key drivers through structured analysis and conceptual thinking to effectively probe problems and causes; work across divisions and team teams to develop solutions
Perform extensive analytical and statistical interpretation of data and prepare reports to present the findings to senior management
Lead high-value and internally visible projects in Customer Service Recovery aimed at improving performance at all touch points of the service deliver process
Act as an owner of the airline performance data, serving as main contact point for operational data requests and statistical analyses
Structure and perform analysis and conduct primary research to uncover insights, identify and validate value creation opportunities for the customer experience
Communicate effectively and persuasively in a business context
Propose technology solutions to create new value streams and impact to the customer experience
Strong quantitative acumen with the demonstrated ability to think analytically and conceptually

Senior Analyst, Employee Service Center Resume Examples & Samples

Responsibilities and essential job functions include but are not limited to the following
Partners with Advisors to provide guidance on handling employee issues focused on delivering quality service and creating a positive employee experience
Coordinates with other departments to provide a holistic approach to solving employee issues
Explains and interprets company and governmental rules, regulations policies and procedures
Navigate through multiple complex computer systems to quickly identify and communicate information to customers
Maintains strong understanding of HR Policies and procedures as well as federal state and local regulations
Applies critical thinking skills and active listening skills to effectively solve complex employee issues
Assist in the development and implementation of new policies and procedures
Conducts ongoing formal and informal HR training and training on processes and procedures of the Employee Service Center
Represents the Employee Service Center on various projects/committees
Utilizes multiple systems to research, troubleshoot and provide issue resolution
3+ years of Human Resources experience or 5+ years of supervisory experience is required
1+ years of experience handling internal complaint investigations required
Must be thoroughly familiar with state and federal employment laws including but not limited to; FMLA, ADA, FLSA, NLRB, Title VII, etc
Strong initiative and solid judgment abilities
Demonstrated effective problem-solving and decision making skills
Excellent project management, writing and oral communication skills
Ability to handle sensitive and confidential information appropriately
Proficient with Microsoft Office software (e.g., Outlook, Word, Excel, PowerPoint)
Ability to handle multiple priorities and produce results
Ability to establish procedures and manage workflows
Technical aptitude and detail-oriented
Experience with HTML, CCS, Key Survey, Sharepoint, Jetnet editing and Teamsite is preferred
Sabre preferred
Must be willing to work nights and weekends as the center is open 7 days a week 12 hours a day

Senior Analyst, Shared Service Resume Examples & Samples

Accounting Close: Responsible for the preparation of various portions of the accounting close
Balance Sheet Accounts: Responsible for the preparation of various reconciliations of balance sheet accounts as well as flux analysis including but not limited to capital related areas
P&L Analysis: Analysis of various P&L related accounts and flux analysis
Financial Analysis: Ad-hoc reporting and analysis
Audit Support: Ability to disseminate information to both internal and external auditors
Special Projects: Work with multi-discipline teams on various special projects
Prepares asset, liability & P&L entries by analyzing data & sub-ledger account activities
Works with cross functional team relative to capital expenditures, monitoring of capital spending and creation of assets within an ERP system
Recommends financial actions by analyzing accounts, reviewing capital appropriation requests and corporate policies
Experience with Excel, Access, Power Point strongly desired
3-5 years experience. Pharmaceutical experience a plus
Experience with Oracle or another ERP system and Business Objects or Oracle Business Intelligence strongly desired

IT Service Management Senior Analyst Resume Examples & Samples

Customer Relationship Management
Concern for Accuracy & Quality
Information Seeking
Initiative & Innovation
Responsibility & Ownership
Team Work

Joint Service Provider Senior Fusion Analyst Resume Examples & Samples

Demonstrate experience in IC reporting of cyber threats
Demonstrate a knowledge of the Windows operating system, knowledge in various Linux distributions and the Unix framework
Demonstrates knowledge of the following security related technologies: IPS, IDS, SIEM, firewalls, DNS, encryption, HIDS, NIDS, proxies, Network Packet Analyzers, malware analysis, forensic tools, and enterprise level appliances
Demonstrate an understanding of various open source and commercial analysis tools used for incident analysis, both network and host based
Demonstrate expert-level knowledge and supervision of employees of various labor categories and skills in efforts similar in size and scope as this acquisition
Demonstrate understanding of DOD accreditation policies, processes, and practices
Demonstrate expert-level knowledge in planning, directing, and managing Computer Incident Response Team (CIRT) operations in an organization similar in size to this acquisition
Expert proficiency in conducting research and analysis, compiling relevant all source intelligence to incorporate in products briefings
Demonstrate the capability to deliver presentations to senior leaders and in a conference setting
Demonstrate expert ability to analyze and identify relationships and trends between incidents in the short term and patterns across incidents in the long term and report trend analysis in quarterly and yearly trend analysis reports
Demonstrate the expert ability to write detailed technical reports that can be consumed by multiple types of consumers
Demonstrate the capability to mentor junior analysts to incorporate intelligence into incident reporting to show relationships to known actors and significance of activity related to known world events
Demonstrate expert ability to extract actionable information and indicators from intelligence reporting and articulate to network defenders to update network security posture
BS degree in a technical field with 2 years OR 6 years in lieu of degree
2 years of Incident Response experience within DoD or IC environment
CEH, Sec+, CND-IR, GCIA or GCIH certification
DoD 8570 IAT Level III CND Analyst certification or ability to become compliant within six months
TS/SCI

Senior Analyst Service Mgmt Resume Examples & Samples

Work with service owners to track and approve expenditures in relationship to the Compute, Mainframe, Storage, and Backup service areas
Identify variances in the budget
Identify and implement cost savings opportunities within the budget
Track capacity and consumption as they relate to the overall budget
Create and contribute to monthly dashboard reports distributed to senior management
Management of the customer-facing Bill of IT
Cost Benefit analysis evaluations for new services, projects and products
Identify trends or issues as they pertain to consumption and finances
Work closely with the other team members in achieving overall departmental goals
Work with the business and other service areas to review and suggest cost savings alternatives
Responsible for accuracy of Configuration Management Database with respect to in-scope towers
Ensure the alignment of capacity management requirements with the Managed Services expectations
Responsible for articulating changes and ensuring the successful implementation of the appropriate data elements within the CMDB and associated ITBM feeds
Identify opportunities to enhance the service delivery process in relationship to mTE for in-scope towers
Responsible for maintaining the Business Requirement Questionnaires for in-scope towers
Strong understanding and proven success in managing a departmental budget
Strong financial acumen along with an exposure to service costing concepts desired
Understanding of inputs and outputs in relationship to budget drivers in order to produce meaningful management metrics
Strong technical understanding of components required to Infrastructure delivery is required
Deep IT Infrastructure expertise (cloud, compute, middleware, Database, networking)
Strong verbal and written communication skills; demonstrated influencing skills, high level of technical and team leadership skills
Initiate and champion opportunities to improve operational efficiency and excellence in Service Management
Ability to drive initiatives to completion
Ability to manage conflicting priorities and prioritize as appropriate

Service Senior Analyst Resume Examples & Samples

Monitor the SAP systems' performance, make sure the system's stabilization and operational reliability meet agreed level
Continuously identify and improve system to meet business' growing requirements
Develop global/ regional/ local ERP solutions (Microsoft Navision) for business (CIP_Continuous Improvements)
Develop/ improve standard operational procedures and Service Delivery Procedures
Be part of an out of hours callot service for problems with business critical systems, including follow the sun requirments and activities
Understand, interpret architecture/ support interfaces and perform technical troubleshooting
Work on Service Introduction (Take on) Activities
Plan, test and implement enhancement, requests that deliver genuine business benefit
Report on Service Metrics
Engage and work closely with other Global Teams
Good business process understanding on FMCG industry is preferred
3~5 years of project management, development or project experience in functional area

Senior Analyst, Service Company Resume Examples & Samples

Verifies, reconciles and updates accounts by reviewing discrepancies to produce accurate and credible data
Monitors and reports net income, balance sheet and variances against budget and historical data to identify anomalies or discrepancies and ensure information is accurate and credible
Responsible for accurate and timely recording, transaction processing to support intercompany billing and processes
Provides insights into developing Service Company transaction documentation according to policies and processes
Reviews Service Company accounts and calculates financial adjustments and ensures proper account reconciliation
Responsible for following US GAAP, SOX and other accounting standards
Assembles and reviews supporting Service Company documentation and resolves any concerns to ensure compliance with audits
Compiles and reviews financial information to prepare financial statements including monthly and annual accounts for the preparation of filing and reporting
Ensures maintenance of financial records for compliance with accepted policies and procedures
Responsible for meeting financial filings and reporting deadlines
Support function accounting
Regulatory
Technical Accounting
US GAAP and Sarbanes-Oxley
Month-end close processes
Associate’s Degree, Bachelor’s Degree preferred with a minimum of 3 years’ experience in accounting roles with increasing responsibility
Experience working with support functions and regulatory roles
Knowledge of support function accounting or related specialized accounting discipline
Experience working across department and geographic boundaries to lead risk mitigation, the Sarbanes-Oxley Act of 2002 and the COSO Internal Control – Integrated Framework
Able to assess accounting issues and recommend solutions
Ability to manage competing priorities and meet deadlines
Excellent written / oral communication skills, follow-up, and negotiation skills

Service Request Management, Senior Analyst Resume Examples & Samples

Responsible for the process of service catalog complex intake (requirements/design), SRM system process improvements (i.e. SLA rules, business rules, service catalog improvements), and catalog integrations (i.e. virtual compute, Office 365, etc.). Coordinate focus of Application Services SRM development team (i.e. effort, capacity and resource planning)
Leverage creativity and innovation to lead and/or participate on projects to exploit new capabilities and technologies with a focus on the end-user experience and driving continuous improvements. Develop technical skills to become SME on all Service Catalog process responsibilities
Manage base business capacity based on governance procedures with service offering owners, SRM global process owner, and other key stakeholders. Work with architects, developers, service owners, fulfillment teams and other functional areas to identify deficiencies and drive improvements with a focus on the End User experience and increasing self-service
Manage repository of service catalog item technical specifications as well as compliance of their version history and validated test completion history
Work with Application and System owners to drive opportunities to improve the operational support capabilities of Application Level 1 and ID Access Management, this also includes partnering with engineering teams to drive automation and self-serve capabilities
Bachelor’s degree or higher required
Experience in one or more of the following methodologies: Agile, DevOps, Lean Kanban (required)
Experience in web application development with JavaScript and HTML (required)
Experience in leading service/process improvement activities
Good influencing and negotiating skills
Good interpersonal and employee relations skills
Ability to travel domestically and internationally up to 10%
ITIL V3 Foundation training
Direct experience with ServiceNow and/or other ITSM platforms
Overseeing / management of development resources
Experience with concepts of service design and continuous improvement
Business process modeling and/or process mapping
Experience with integrations between technical platforms
Experience in managing commodity technical resourcesInfo Technology

Senior Service Transfer Loan Boarding Analyst Resume Examples & Samples

For Service Transfers, engaged in planning, interaction with client, setting timelines, due diligence review, data mapping exercises, establishing requirements, confirm data integrity, identify expedite and cure data exceptions, generate reports, analyze and review reports, deliver reports to client, prepare and import data files into ELI/MSP, verify data integrity loaded to MSP. Be the lead analyst responsible for successful data mapping and data conversion sessions. Coordinate with new or current servicer and FSB IT team to keep service transfer project on track, making decisions related to data mapping and flow. Effectuate a robust project plan and testing strategy to confirm data accuracy and integrity
Support Loan Boarding or other servicing team with implementation of new mortgage products or new data requirements that impacts the data flow into MSP servicing system. Includes collaboration with Front end product development partners as well as IT, review of MSP capabilities, preparation of data requirements, data mapping, executing test plans, and verifying accurate data at live implementation
Support team manager in audits by participating in examination interviews, process overviews and providing requested documentation
Work with more complex data problems associated with service transfers, identify root causes, determine appropriate resolutions, update change requirements, educate other team members on the revised processes
Play a key role in development and implementation of process improvement initiatives for service transfers and loan boarding along with the team manager and business analyst. Provide SME knowledge, perform research assignments, investigate, confirm detail, and provide business requirements. Write up requirements and process flow documentation. Take action on and actively participate in the execution of these automation and process improvement solutions
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies

Service Management Senior Analyst Resume Examples & Samples

Monitoring the operation to ensure the contract is being fulfilled
Notify case to identify discrepancies
Indicator and presentation management for project leadership
SLA and financial follow-up
Project Resource Allocation Management

IT Senior Service Management Analyst Resume Examples & Samples

Responsible for the creation, design, operation and effectiveness of the Service Management processes; , and others as applicable
ITIL Service Practitioner Certification required
ITIL Intermediate Certifications; Service Operations and Service Transition required
ITIL Intermediate Certifications; Service Strategy, Service Design and Continual Service Improvement preferred
ITIL Expert Certification or working toward certification is preferred
Thorough and in depth understanding of modern, complex enterprise IT Infrastructure department needed
Excellent written and verbal communication skills in both business and technical communications
Excellent presentation skills, comfortable speaking in front of groups and conducting meetings with all levels of IT, business and external vendors
Excellent analytical skills, ability to understand, interpret, design, create, and present metrics to measure and demonstrate the impact of ITIL practices to the mission of the Enterprise
Ability to work in fast paced environment, with multiple technical and non-technical teams
Excellent time management and planning capabilities
Strong interpersonal and communication skills with the ability to be persuasive yet diplomatic
At least five years’ experience in a Service Management organization with experience in the core operational and transition processes
At least five years’ experience in an IT Infrastructure department
Experience with Monitoring tools and ITSM recording and metric reporting tools a plus

Service Level Management Senior Analyst Resume Examples & Samples

1) Maintaining the accuracy of the Service portfolio and Catalogues
2) Maintaining the accuracy and renewal of internal Service Level Agreement (SLA) documents within Citigroup
3) Ensuring any SLA related queries from our CTI customers are managed and actioned
4) Ensuring our documentation is accurate and up to date
SLM teams located in North America, Latin America and Asia
Internal CITI customer interaction with the EMEA region to ensure as providers we are giving the right support to our Citigroup customers
Process
Maintaining the accuracy of service profiles through active engagement and notification with Product Managers
Updating service profiles (SLOs, outsourcing and delivery models) maintained online in the Product Catalog and that all service related information is updated for the accuracy of service agreements
Creating and coordinating the approval of required service agreement content between customer and service provider legal entities that define the set of services that CTI provides to the rest of the firm, and facilitate their approval by working with appropriate Legal, FinCon and Risk and Control teams located across the globe
Supporting and improving our SLM service model to ensure we are providing a best in class service to our customers
Responding to customer and service provider queries through the SLM ticket process
Maintaining and updating SLM documents, SharePoint’s and procedures when required or notified of a change
Reporting / Communication
Provide transparency into the effectiveness and timeliness of key deliverables for senior management, including that of key SLM initiatives, through regular monthly reporting and ensuring the accuracy of the reporting
Educating customers and/or other CTI personnel on proper use of SLM processes, procedures and tools in alignment to our Third party management policy
Provide supervisory ‘day to day’ support and oversight of the small team, including skill development, coaching and active performance management
Risk
Ensuring any risks or issues identified in the SLM process are documented, logged, reported to management and have clear robust action plan and timelines to close/mitigate
Show initiative and be able to work on their own
Pro-active, can do approach
Personal commitment
Dynamic, enthusiastic, confident, reliable team member
Preferably 2+ years of working experience in complex IT/Financial Service management environment
ITIL foundation
Creation of technical documents and procedures
Strong Customer and process focus
Willing to learn and adapt to new processes and strategies
Strong Data Analysis skills
Experience of establishing a new ITIL process within an organisation, including successful stakeholder management experience
Experience with dealing with Outsourcing and the governance around it

Senior Analyst, Autointelligence Service Resume Examples & Samples

Understand and study the global automotive industry, major trends in terms of segment shifts, policy changes and macroeconomics
Leverage secondary sources such as Factiva, OneSource and other automotive-specific subscription-based sources and primary sources where required
Create and refine effective search strategies. Collate, organize and analyze complex data / information and present them as useful insights
Create research reports and analyze players in the automotive industry focusing on their strategic initiatives and financial performance
Track developments in the industry on a regular basis and contribute to insightful commentary
Work in teams, and contribute to team-building efforts
Lead projects whenever required
4-6 years related experience in automotive research and analysis. Exposure to automotive industry is essential for this role. Experience could be from any sector of automotive technology, truck/bus/car OE's, suppliers
Exposure to business research - secondary/primary
Good understanding of the automotive industry, preferably with an international outlook and markets together with good product knowledge
Excellent writing and verbal communication skills in Business English (Must)
Ability to effectively present information and respond to questions from stakeholders
Deadline oriented
Degree in business studies, engineering, journalism, or other relevant discipline, preferably with an MBA or equivalent

Service Senior Analyst Resume Examples & Samples

Acts as first point of contact, identifying nature of queries and routing logged queries to the appropriate team
Take ownership, log & co-ordinate all related queries & requests from Helpdesk customers; Follow up and solve incidents; escalate incidents to when unable to resolve; Ensuring that service quality levels meet expectations
Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem; verifies resolution of problem with the customer
Contribute to the development of global, AZ helpdesk and training processes
Delivery of help desk support services against SLA targets
Provide technical knowledge / guidance or coaching with minor supervisory role to team member(s), and provide feedback to the Service Lead
Support the Regional Service Lead and contribute in the creation and continuous improvement of a helpdesk competency
Support the Service Lead when there are any ad hoc activities or projects

Senior Business System Analyst Service Now Resume Examples & Samples

Experience in providing User Support for ServiceNow, sort of between a Business Analyst and a Developer
Previous Business Analyst experience including requirements gathering, general technology experience, strong communications and documentation
Proficient in Microsoft Applications
Experience with creating documentation and data\process analysis
Requirements gathering for IT Service Management (ITSM) processes and corresponding toolsets and functions (e.g. Incident, Problem, Config, Change, Service Level Management, Event Mgmt., Service Desk, Asset Mgmt, Service Catalog)
Experience with implementing ITSM processes or tools in coordination with other IT processes and disciplines (e.g. software development, operations, infrastructure)
Experience with Business Process Modeling tools or concepts preferred
AGILE, Project management, Web design, user experience or self-service design, are all plusses

Senior Service Recovery Management Analyst Resume Examples & Samples

Detecting and recording incident details
Matching incidents against known problems
Resolving incidents as quickly as possible
Prioritizing incidents in terms of impact and urgency
Escalating incidents to other teams as appropriate to ensure timely resolution
Track and report Incident KPI’s and metrics that align with business requirements (SLAs)
Ensure incident management goals, policy, processes, procedures are documented and followed consistently
Provide information as an input to problem management processes
Lead, following established procedures, (major) severity one and two production incidents to minimize downtime and impact of the outage
During an outage be able to supply an on-going stream of information (status and direction) to numerous audiences (technical, business and management) in real time
Capture and record accurate information, facts, events and key issues surrounding the production outage and service restoration efforts
Create and distribute business communication that summarizes the outage, resolution and root cause
Developing, defining and maintaining IT Scorecard KPI’s, metrics
Reviewing customer satisfaction questionnaires and following-up on issues
Works under general direction setting own priorities and objectives with supervisory consultation
Escalation of incident resolution activities and information to management, vendors and IT engineering resources using judgment, experience and evaluation of progress
Regularly has the authority to make choices, recommendations and decisions within established parameters
Obtains business and IT senior management support for any recommended changes
No responsibility for the supervision of others
Regularly coaches, mentors, instructs, directs, and assigns work to other, monitoring project status
No direct responsibility for the supervision of others
Bachelor’s degree, or equivalent experience preferred
ITIL certification required (Foundation-level v2 or v3)
5+ years of IT Incident Management experience in a large corporation
Demonstrated IT Incident experience
Demonstrated experience with Incident Management process
Proven IT Service / Customer Service skills in a large scale IT operation with strong incident management processes
Demonstrable experience with ITIL continuous improvement processes
Proven ability to build and manage relationships in a matrix environment
Ability to lead complex problem resolution situations with a calm and professional demeanor
High proficiency in incident management process execution and communication
Outstanding ability to communicate (verbally and in writing) effectively across organizational and hierarchical boundaries
Business and IT acumen
Strong analytical skills highly organized and structured approach to incident resolution
Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment
Proven ability to build relationships with a strong customer service approach
In-depth knowledge of ITIL framework

Service Senior Analyst Resume Examples & Samples

Providing solutions for incidents raised by Functional experts and Key users from EU, CIS, META regions, ensuring the service level agreements are met
Assist with change management activities which include release and production slots management
Work with other teams globally, regionally and locally to ensure global coverage is provided, to build professional network within organisation for best practices sharing
Build strong relationships with customers across region and globally, represent Mars IS organization and create positive image through this partnership and collaboration, being escalation point for business within area of responsibility
Plan, develop, test and implement global/regional/local Application solutions for business, enchancements (CIP-Continuous Improvements) that deliver genuine business benefit
Maintain effective relationships and WoW with strategic partners (External Vendors), Manage and Measure Vendor performance
Drive implementation of Technical and Functional custodian role in EU – gather expert knowledge in technique/functional area, build template, govern solutions and changes, ensure up-to date documentation, roadmap ownership
Role gives unique opportunity to Support Major BI &Data transformation Program (HEC, MDG implementation)

Senior Infrastructure Service Mgmt Analyst Resume Examples & Samples

Bachelors Degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience, with 2 years in ITIL Process role
Experience with ITIL v3
Experience with SaaS ITSM Suite of tools such as ServiceNow
Experience with IT Asset Management and CMBD Integration
Experience with IT standards, procedures, policies
Familiarity with HIPAA, COBIT, ITIL, CMMI and other process standards
Customer relationship management
PMO structures, processes, and methods
Experience with demand / consumption management
Oral & written communications
Problem solving / analytical skills, tools and techniques
Process engineering and re-design
Adaptability / ability to manage change
Problem solving / analytical thinking with a results oriented focus
Navigating organizational politics.IL - Chicago, TX - Richardson

Senior Service Intelligence Analyst Resume Examples & Samples

Analyze data and provide information to highlight areas of operational improvement
Focus on IT operations data analysis for our online game players related to IT services such as games/platform services, ISP performance, network latency, player disconnections, key systems success/failure rates, etc via working within a diversified environment across functions, teams and regions
Partner with global and local teams to understand, identify, define, implement requirements for information needs. Work with data teams to transform gathered data into information and analyze the information to drive improvements to business strategy
Regular reporting of services capacity, service availability to the Operations Director and the management team
Drive the gathering live services information, indicators of service health status and provide decision making analysis reporting
Handle ad-hoc data analysis assignments from the Operations Director on demand
Report China-related IT intelligence, best practices, CN related services indicators to HQ counterparts and work alongside related teams to help drive improvement of China IT production services

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