Product Analyst, Service Operations

Bank of America; Charlotte (NC); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Product Analyst in Service Operations, where you can leverage your expertise in IT Service Management and the ITIL framework. This role involves analyzing risks, optimizing processes, and collaborating with various teams to ensure compliance and strategic alignment. You'll have the opportunity to make a significant impact on the organization while working in a supportive and inclusive environment. If you're passionate about driving responsible growth and enhancing financial lives through your work, this is the perfect opportunity for you.

Qualifications

• 3+ years of experience in IT Service Management, focusing on Incident and Event Management.
• Proficiency in ITIL framework and Microsoft Office applications.

Responsibilities

• Perform analysis to identify risks and opportunities for improvement.
• Refine complex data into clear visualizations and documentation.

Skills

IT Service Management

Incident and Event Management

ITIL framework

Analytical Skills

Communication Skills

Relationship Management

Organizational Skills

Tools

ServiceNow

BMC Remedy

Microsoft Office

Job description

Product Analyst, Service Operations

Product Analyst, Service Operations

Apply locations: Charlotte, Kennesaw

Time type: Full time

Posted on: Posted 6 Days Ago

Job requisition id: 25016911

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities, and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Duties:

• Monitoring and Optimization: Perform in-depth analysis to identify risks and simplification opportunities and make recommendations for improvement.
• Discovery and Analysis: Refine complex data and relationships into clear, concise charts and visualizations.
• Documentation Management: Ensure adherence in alignment with the firm’s policy management processes, risk appetite, and strategic objectives.
• Partner with process owners, compliance, audit, and risk teams to mitigate risks inherent to the Incident and Event Management processes.
• Participate in audits and regulatory exams where applicable.

Required Experience:

• Minimum of 3 years of experience in IT Service Management, specifically Incident and Event Management.
• Experience working with ITIL framework and best practices.
• Demonstrate innovative thinking, strategic focus, and aptitude that challenges the status quo.
• Excellent organization skills: ability to adjust rapidly to changing demands and priorities.
• Strong verbal and written communication skills.
• Strong relationship-management skills to navigate complexities of gaining buy-in, building consensus, and resolving conflicts.
• Proficiency in using Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Proficiency in using ITSM tools and platforms (e.g., ServiceNow, BMC Remedy).

Desired Experience:

• Experience working in banking or other highly regulated industry.
• ITIL Foundation Certified.

Shift: 1st shift (United States of America)

Hours Per Week: 40