Data & Analytics Ops Governance Consultant

Infosys Limited; Plano (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Disability insurance

Health and dependent care accounts

Insurance (various coverages)

Job summary

Infosys is seeking a Support Operations Governance Consultant to drive process optimization across client programs. You will manage stakeholder communications, coordinate benchmarking studies, and document system configurations while ensuring alignment with industry standards and governance requirements.

You will lead cross-functional teams, oversee incident and escalation management, and contribute to continuous service improvement through robust KPI/SLA reporting and knowledge management.

Qualifications

• Stakeholder communication, executive presentations, and team leadership required.
• IT operations, service delivery, and application support experience.
• Management of Global L1.5/L2/L3 support teams.
• Incident, problem, and escalation management.
• Governance, KPI/SLA/XLA reporting, and executive communications.
• Cross-functional collaboration and influencing skills.
• ServiceNow and ITSM processes.
• Program management and support operations management.
• Governance, compliance, transition, and knowledge management.
• CSI and customer success management.
• Root cause analysis and operational excellence.
• Customer-facing operations with accountability.

Responsibilities

• Analyze client business processes to identify optimization opportunities and align with industry standards.
• Facilitate benchmarking studies with stakeholders to align solution performance with domain insights.
• Collaborate with technical teams and document system configurations, drafting SOPs and workflows.
• Conduct in-depth research on third-party products, providing feature, cost, and scalability comparisons.
• Coordinate solution implementations addressing setup issues and maintain SOPs for post-implementation stability.

Skills

Stakeholder communication

Executive presentations

Team leadership

IT operations

Service delivery

Application support

Global L1.5/L2/L3 support teams

Critical incident management

Problem management

Escalation management

Governance reporting

Cross-functional collaboration

Influencing skills

Program management

Knowledge management

Education

Bachelor’s degree or foreign equivalent

Tools

ServiceNow

Job description

Support Operations Governance Consultant

Foundational|Program Management|Stakeholder Management

Technical Skills 3

Technology|Consulting - Data Governance|Data Governance

Technical Skills 4

Foundational|Program Management|Governance and Communication

Overview

The Infosys Data and Analytics (DNA) unit is at the forefront of transforming data into actionable insights, driving business growth and operational efficiency. We specialize in leveraging advanced AI and analytics to create innovative solutions that address complex business challenges. Our team is dedicated to pioneering the future of data-driven decision-making, enabling organizations to unlock new opportunities and achieve sustainable success. Join us to be part of a dynamic team that is revolutionizing the way businesses harness the power of data and AI. At Infosys DNA, you'll have the opportunity to work with cutting-edge technologies, collaborate with industry experts, and contribute to transformative projects that shape the future of business. We are committed to fostering a culture of continuous learning and growth, ensuring that our team members thrive in a dynamic and supportive environment. If you're passionate about AI and eager to make a significant impact, the Infosys DNA unit is the perfect place for you to grow and excel.

In the assigned Job Role of Domain Consultant 2, your Area Of Responsibility will be as below:

⦁ Analyze client business processes to identify optimization opportunities and align them with industry-specific standards and best practices
⦁ Facilitate benchmarking studies, working with stakeholders to align solution performance with industry standards and domain-specific insights
⦁ Collaborate with technical teams and document system customizations and configurations, drafting standard operating procedures and workflows that align with functional requirements of the relevant sector
⦁ Conduct in-depth research on third-party products within the domain, providing comparative analysis of features, costs, and scalability
⦁ Coordinate the implementation of solutions addressing issues during setup and integration, and support in developing and maintaining SOPs, to ensure system stability and performance post-implementation

Your contribution to the team:

⦁ A collaborative spirit and excellent communication skills.
⦁ Strong analytical and coordination skills with a focus on process optimization
⦁ A knack for creating detailed process maps and technical documentation with domain specialization
⦁ Proactive approach to in conducting benchmarking studies and product research
⦁ Familiarity with system implementation, configuration, and maintenance
⦁ Effective collaboration and communication abilities with cross-functional teams

Required Skill and Experience

•Stakeholder Communication, Executive Presentations, and Team Leadership
•IT Operations, Service Delivery, and Application Support
•Management of Global L1.5/L2/L3 Support Teams
•Critical Incident, Problem, and Escalation Management
•Operational Governance, KPI/SLA/XLA Reporting, and Executive Communications
•Cross-functional Collaboration, Conflict Resolution, and Influencing Skills
•ServiceNow and ITSM Processes
•Program Management and Support Operations Management
•Governance, Compliance, Transition, and Knowledge Management
•Continuous Service Improvement (CSI) and Customer Success Management
•Root Cause Analysis (RCA) and Operational Excellence
•Customer-facing Operations with Accountability Management

Preferred Skill and Experience

•Problem Management
•Major Incident Management (MIM)
•Root Cause Analysis (RCA)
•KPI, SLA, and XLA Management
•Escalation Management
•Continuous Service Improvement (CSI)
•Cross-functional Team Leadership
•Customer Success and Stakeholder Engagement

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.