Service Delivery Analyst, IT Operations Center
4d ago

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry.

Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel.

We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world.

We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit.

Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors.

It is this passion for innovation that drives each one of our employees for personal and professional success.

Job Title : Service Delivery Analyst (ITOC)

Position Summary :

The Service Delivery Analyst will primarily be responsibility for driving process improvement initiatives within the ITOC Operations department to reduce operational errors, improve operational efficiencies, and improve overall customer satisfaction.

Support and work alongside the ITOC Global Command centre in Manila, Philippines to ensure operational stability and continuous process improvements for event, incident, problem, change and CMDB management via the ITIL framework.

Hours of Work : TBC

Essential Duties and Responsibilities :

  • Perform process checks against our certificate management policy and process guidelines, ensuring support teams are adhering to best practice.
  • Identify and develop best practice and operational standards that can be applied to the infrastructure and services offered.
  • Proactively ensure service continuity and improvement through the review of improvement plans, the use of Problem Management, quality tools, and report on your activities
  • Enforce and improve the operational systems, processes and policies to support the deliverables to our customers
  • Identify process improvement opportunities by auditing existing Operations processes and initiate the creation of processes that are not defined
  • Analyse, manage and support ongoing enhancement, issues and requests with regard o IT Service Management tool workflow and Governance
  • Gathering and analysing requirements to improve existing processes
  • Knowledge and Experience :

  • Good communication skills / interaction skills with the stakeholder community
  • ITIL V3 Foundation certification.
  • People management skills with strong communication abilities.
  • Ability to manage multiple projects simultaneously, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure.
  • Knowledge of configuration management / controls / compliance.
  • Outstanding interpersonal and organization skills.
  • Must be a detail oriented, analytical, and an independent thinker.
  • Excellent oral and written communication skills.
  • Knowledge of certificate life cycle.
  • Flexible / can-do attitude and disposition.
  • Resolution and results driven.
  • Ability to manage high volumes under tight delivery deadlines.
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