System Analyst

IT Systems Analyst

Position: IT Systems Analyst Location: REMOTE Duration: 12+ month contract

Position Overview:

To lead delivery of service management through strategic partnership with suppliers to produce value for internal customers and other stakeholders while enforcing and governing the provisions of the application support and management services contract.

Responsibilities:

• Act as the custodian and owner of the application service operations for the customer billing portfolio, in partnership with strategic managed service providers, other tower leads and shared service operations teams.
• Ensure seamless operations with minimal disruption, of current applications, in support of client business requirements and service level agreements.
• Work towards proactive identification of problems and corresponding corrective and preventive actions, to prevent disruption to the business.
• Manage the operational relationship with, and performance of, suppliers and service providers, to ensure contractual agreements are met.
• Monitor and identify technical, process, security related and architectural risks, corresponding mitigation, and contingency measures and follow through to closure/acceptance
• Drive Continuous Service Improvement and Automation from both a technical and process perspective, working closely with all stakeholders, as appropriate
• Oversee changes impacting services within the respective portfolio, working closely with change management and other teams to ensure safe and seamless execution of changes in the production environments.
• Act as a functional liaison between the business and IT or eco-system partners
• Work with project delivery and service transition teams to ensure smooth transition of newly introduced services into operations.
• Provide transparency and visibility to application landscape health and issues, through periodic communications and management reporting, as appropriate.
• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Effectively communicating your insights and plans to cross-functional team members and management

Required Experience:

• Degree-level qualification in a relevant discipline (e.g. Computer Science, Information Technology or similar)
• 5+ years of experience in a service management role - planning, organizing and delivering impactful service improvements in complex technical environments
• ITSM Certification like ITIL v3 or V4 Foundation or higher
• Exceptional analytical and conceptual thinking skills
• Ability to multi-task and work under pressure
• 3+ years of experience in executive level (IT as well as business) communications and reporting
• Experience in defining and delivering product roadmaps and lifecycle management
• Experience of working in a multi-vendor outsourced environment and with remote offshore teams
• Ability to influence stakeholders and work closely with them to determine acceptable solutions
• Broad technical experience and knowledge on various legacy and modern tools and technologies, to be able to hold ground, question and challenge other stakeholders, and provide high level inputs towards issue resolutions.
• Knowledge of Mainframe z/OS, Wintel, DB2, Unix, architecture design, and resilience