Sr Is Analyst-service Management Operations

What is the Sr IS Analyst in Service Management Operations responsible for?

The Sr. IS Analyst in Service Management Operations will be responsible for supporting the Major Incident and Problem Management process residing in the Service Now ITSM suite.- The Sr. IS Analyst is responsible for the Orchestration, Administration and Compliance of our comprehensive Incident and Problem enterprise process. Responsibilities include, providing standards, methods, and procedures for the effective management of all Major Incident and Problem Management activities. Executing Major Incident and Problem Management processes to facilitate recovery and determine root cause.- This position will initially function primary as a process owner for Major Incident Management; however, direct involvement and support of Problem Management is expected in the future.

What are the Key Duties and Responsibilities?- Oversee and Administer the Incident and Problem Management process, which includes coordinating/facilitating meetings, engaging resources to perform restoration and root cause analysis, documenting/tracking actions and outcomes, communicating key information to stakeholders and executives.- Generates communications to stakeholders and executive leaders for all active Major Incidents within the FT enterprise.- Assist Application Development and Infrastructure support partners in defining and analyzing business Process issues, as it relates in improving Incident and Problem Management processes.- Govern enterprise compliance with Incident and Problem Management process and procedures.- Responsible for documentation currency, audit review and audit compliance / reporting.-
- Providing continuous process development and improvement for Incident and Problem Management process within ServiceNow.- Makes recommendations to improve team workflow by creating efficiencies, while maintaining the quality of service provided to customers.

What ideal qualifications, skills and experience would help someone be successful in this role?- Any combination of a related Associate's or Bachelor’s degree, certification or 5 years of related experience, plus 5-8 years of related experience.- Technology professional with 2-3 years of direct experience within the Service Management Operations discipline- Results oriented with 2-3 years of leadership experience.- Strong organizational and time management skills.- Capable of prioritizing multiple tasks, working effectively with little or no direction.- Build collaborative relationships with management, partners and peers from diverse backgrounds.- Effective verbal, written and inter-personable communication skills.- Advanced active-listening skills.- Formal meeting organization and facilitation skills.- Advanced analytical skills and ability to perform system analysis, review system data, and make risk-based decision to resolve issues.- Ability to methodically breakdown a process or issue by asking critical, thoughtful questions.- Ability to take command and control of cross functional teams and direct personnel from multiple workgroups towards common goals and objectives.- Strong English language skill, including the ability to effectively communicate, collaborate, and build relationships with peers, co-workers, and management personnel from different countries and diverse backgrounds.- Willingness to adjust shift schedule to accommodate higher than normal workload, holidays, and on-call shift rotations.- Experience with project management methodologies, including Disciplined Agile Delivery or DevOps.- Financial Services industry experience, preferably Mutual Funds- Experience in the areas of Cloud Computing; Distributed Computing; Information Security; Business Continuity; Disaster Recovery.- ITIL or IT Service Management certified

What makes Franklin Templeton unique?

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of

Total Rewards

—the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results.

Highlights of our benefits include:
- Three weeks paid time off the first year- Medical, dental and vision insurance- 401(k) Retirement Plan with 75% company match on your pre-tax and/or Roth contributions, up to the IRS limits- Employee Stock Investment Program- Tuition Assistance Program- Purchase of company funds with no sales charge- Onsite fitness center and recreation center*- Onsite cafeteria*
- Only applicable at certain locations

We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and

supporting our communities
- An emphasis on corporate citizenship is embedded in our

culture and values

, and is an important element of how we achieve success.

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