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Job Description : ROLE SUMMARY :
ROLE SUMMARY :
As a Service Management Analyst, your primary responsibility will be using your knowledge of business analysis best practices, IT Service Management and the ITIL Framework, and technology along with your understanding of business concepts, objectives and process to support the Service Management Team by :
Providing business analysis expertise and operational support for the all ITSM processes within the Asia Service Management Team Mainly focusing on Incident, Problem, Change and Configuration Management.
In addition would be the other processes such as Service Catalogue, Request Fulfillment, Service Level Management, Event Management, Capacity Management, Availability Management and Continual Service Improvement
Applying broad based technical and practical process knowledge in support of all the processes
Plan, manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Excellence Process Owners
Working with various Process Managers or Owners under the Service Management programme by assisting with process reviews and associated documentation and training activities
Contributing to the development and support of an IT Service Management reporting service which involves analyzing requirements and developing effective solutions
Interact with the local teams in Asia and the SME team to provide improved commutations and alignment of local process implementation and execution
This role is a part of the IT Service Management team using the ITIL v3 2011 framework to implement IT Service Management as part of the DBTS strategic decision to deliver a consistent set of integrated IT service management processes.
The focus of this role will be on Asia, as liaison between local ITSM execution teams, and NA governance teams and ITSM process owners.
MAIN ACCOUNTABILIIES :
Providing day to day operational support to Asia Service Management Process Owners and Managers by assisting them with various process activities they are involved in
Ability to understand and analyze data including statistical implications derived from that data, translate and map the data against metrics and then present the data and the metrics in a clear and concise format, and be able to analyze and draw relevant conclusions
Identify opportunities for process improvement, and participate on process review activities and associated training activities
Automation of current manual processes for various IT service management processes, including reporting, data analytics as the relate to KPI metrics
Assist in the development of Service Management dashboards for exec ready reporting and other duties as assigned
Coordinate and chair tower meetings in support of the all processes including the identification and tracking of opportunities for improvement.
Coordinate and chair cross-process activities such as problem reviews
Represent Service Management processes at ongoing operational meetings such as Incident & Problem review and project intake ensuring compliance with process policies, and any other relevant local ITSM activities / processes.
Participate, and drive as required, the deployment of process artifacts including process reporting, tower engagement documents and solution designs.
Understand and work within Service Management tools
Strong and proven analytical skills
Knowledge of Sun Life specific infrastructure and applications is an asset
Ability to facilitate productive and successful meetings
Strong technical aptitude and knowledge of the services provided by IT
Strong influencing and negotiation skills
Quick learner of new technologies
Strong problem solving skills with the ability to analyze situations / problems and come up with effective solutions
Good interpersonal, communication and presentation skills
Solid and proven process improvement abilities
Drive for results and as such can be counted on to meet or exceed goals
Ability to work independently or as part of a team
Advanced Excel and PowerPoint skills
Solid knowledge of IT Service Management, ITIL v3 2011 framework
Knowledge of Service Management tools (ServiceNow, HP, BMC, BPPM etc.)
Knowledge of the Navvia tool an asset
Ability to work in a fast paced environment and adaptable to changing priorities, communicate with various level of staff in DBTS
Experience / Skill Requirements
ITIL V3 Foundation Services Certification
Process improvement and documentation experience
Consulting : gather information by applying approaches or styles applicable to the situation
Analysis : ability to break down high level requirements into more detail by questioning and probing for clarification
Working knowledge of the ITIL Service Management processes
Strong management, problem solving, communication, interpersonal, and organizational skills
Job Category :
IT - Technology Services
Posting End Date :