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.
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 SupportEnvironment Management and Release DeploymentSecurity Risk Management OperationsBusiness IntelligenceAutomation
Project Management or Business Analysis Skills
Advanced Skills in Microsoft Excel, Powerpoint, and Sharepoint
Preferred : Working knowledge on PowerBI, Power Automate; ITIL Certifications, Lean or Agile Qualifications
At least 3-5 years of Progressive IT Service Management with application of ITIL process framework.
Experience in leading process improvement and reengineering programs / initiatives.
Ability to understand different technology platforms and process flows.
Demonstrated project management & planning skills
Excellent in metrics management, 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.