Support Operations Governance Consultant

Infosys; Plano (TX); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical/Dental/Vision/Life Insurance

Disability coverage

401(k) plan

Paid holidays & PTO

Descripción de la vacante

Infosys DNA is seeking a Domain Consultant 2 to drive data-driven optimization across client business processes. You will coordinate cross-functional teams, document SOPs, and perform benchmark analyses and product research to align solutions with industry standards.

You will lead IT operations and service delivery, manage escalation workflows, and ensure governance with clear KPI reporting. A proactive, collaborative approach and strong communication with stakeholders are essential for success.

Formación

• Bachelor’s degree or equivalent; relocation/travel may be required.
• Authorized to work in the United States without employer sponsorship.
• Experience in managing multi-tier IT operations and service delivery.

Responsabilidades

• Analyze client business processes to identify optimization opportunities.
• Coordinate implementation of solutions and document SOPs and workflows.
• Conduct benchmarking studies and product research for domain insights.
• Collaborate with technical teams to document configurations.
• Support post-implementation stability and performance improvements.

Conocimientos

Stakeholder communication

Executive presentations

Team leadership

IT operations

Service delivery

Application support

Global L1.5/L2/L3 support

Incident & escalation management

Governance & KPI reporting

Cross-functional collaboration

Educación

Bachelor’s degree or foreign equivalent

Herramientas

ServiceNow

ITSM tools

Descripción del empleo

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.

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.

Benefits

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

• Medical/Dental/Vision/Life Insurance
• 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
• Paid holidays plus Paid Time Off

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.