IQEQ Looking for IT Service Management Analyst at Hyderabad, Telangana

IQEQ; Hyderabad; On-site; INR 6,00,000 - 10,00,000; Full time

Job summary

An exciting opportunity awaits an experienced IT Service Management Analyst at a leading Investor Services group. This role focuses on optimizing IT processes, including Change and Problem Management, while driving ITIL process improvements across the organization. You will collaborate with various teams to ensure effective service design and management, acting as a subject matter expert. Join a dynamic and inclusive environment that emphasizes continuous learning and professional development, where your contributions will significantly impact the organization's success. If you're action-oriented and tech-savvy, this position is perfect for you.

Benefits

Inclusive and diverse environment

Continuous learning opportunities

Holistic approach to development

International network of offices

Qualifications

• Graduate degree in IT or related fields required.
• ITIL Foundation qualification is essential for this role.

Responsibilities

• Manage Service Design activities end-to-end for the assigned portfolio.
• Collaborate with various IT teams to ensure process effectiveness.

Skills

ITIL

Project Management

Analytical Skills

Communication Skills

Problem-Solving

Interpersonal Skills

Technical Knowledge

Education

Graduate degree in IT

ITIL Foundation qualification

Professional certifications (PMP, ITIL)

Tools

ServiceNow

Job description

Company Description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Job Description

Responsibilities

As a result of continued growth, we have a fantastic opportunity for an experienced IT Service management Analyst to join our global team. This is an exciting opportunity for an action-oriented individual contributor to create a new process to help optimize other processes including Change, Service Transition, and Problem management.

The IT Service management Analyst is a key role within the IT Service Excellence team enabling the IQ-EQ Global Technology functions to drive ITIL process improvement across the Global Technology team and IT resources in the enterprise.

As part of a new Target Operating Model that is embedding IT Service Excellence, this role requires a high level of proactivity across all dimensions of responsibility, maintaining strong partnerships across IT including Vendors and the Business.

You’ll be an ITIL expert, recognized as a subject matter expert in all aspects relating to IT Service management and process improvement. You will ensure that the implemented process is followed to guarantee the integrity and accuracy of the data within, identifying and resolving any data gaps.

You’ll partner with Regional Technology, Service Excellence, Enterprise Technology, Information Security, IT Risk & Compliance, IT Applications, and IT Architecture teams to define and implement change and configuration management policies and procedures to support the health and effectiveness of the CMDB.

Tasks

Managing Service Design activities for the assigned portfolio end-to-end, completing all required plans, procedures, reporting and governance.

Working with Project Managers to agree the scope of new Service Design tasks, offering support and guidance throughout the process to ensure that all requisite tasks are completed and evidenced through Artefacts, by the Groups Change Management Team.

Contributing to “Go” and “No Go” decisions for projects, based upon the successful completion of all required Service Design activities, at all stages of the Service Value Chain.

Completing all required reporting for your Service Design activities.

Defining and agreeing a suitable warranty period with Change Management for all new Service Designs.

Undertaking a formal Operational Readiness review for each new Service Design with the appropriate Subject Matter Expert, IT Service Owner and Project Manager.

Work with the wider IT Service Management team to ensure that all necessary ITSM activities have been completed, including:

• Working with the ServiceNow Design team to ensure that any opportunities for workflow automations, self-service have been captured, designed, and built.
• Working with the Change Enablement team to ensure that all necessary Changes have been taken to CAB.
• Working with the Configuration Management team to ensure that any necessary updates to IT Service Mappings or Configurations Items have been undertaken.
• Working with IT Demand Management to flag the need for any additional FTE required to support the Service Design.
• Acting as an advocate for the Service Design process, championing use of the process, tool and standards.
• Working with the IT Knowledge & Communication Lead to help design tailored documentation for the supported systems where appropriate, including, but not limited to, guidance around installation procedures, configuration, system rules.

Qualifications

Key behaviors we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Action oriented
• Collaborates
• Communicates effectively
• Interpersonal savvy
• Builds networks
• Balances stakeholders
• Tech savvy
• Optimizes work processes

Required Experience

Education / professional qualifications

• Graduate degree, preferably in IT related disciplines.
• Professional certifications such as PMP, ITIL or equivalent.
• ITIL Foundation qualification essential.

Background & Technical experience

• Degree or Professional Certification (ITIL) or equivalent experience, high level of technical knowledge and experience across IT platforms and infrastructure.
• Management of diverse technical teams.
• Analytical and Problem-Solving skills.
• Strong interpersonal, communication and customer Focus.

Company, product and market knowledge

• Experience of working in a complex, multi-country professional services, financial services or BPO organization with complex processing requirements.
• Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.
• Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management.
• Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results.
• Passion, dynamism, Drive, and Intellectual curiosity.
• Personal presence, integrity, and credibility.
• Ability to solve problems either independently or by utilising other members of the team where necessary.

Languages

Fully proficient spoken and written English, additional European languages will be an asset.

Additional Information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.