Managed Services Operations Analyst

Job Description - Managed Services Operations Analyst (240000N8)
- Job Number: 240000N8
Requisition Title : Managed Services Operations Analyst

**Description**:

**Your team responsibilities***

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**What we will offer you**:

- At MSCI we are passionate about what we do, and we are inspired by our purpose - to power better investment decisions. You’ll be part of an industry-leading network of creative, curious, and entrepreneurial pioneers. This is a space where you can challenge yourself, set new standards and perform beyond expectations for yourself, our clients, and our industry.
- Wherever you are located you will find transparent compensation schemes and employee benefits that can help ensure your financial security and health. While they vary by different locations, we offer a broad range of benefits that are part of the value you receive as an MSCI employee.
- Our flexible ways of working will allow you to maximize your potential, and we will empower you with the trust, accountability, and advanced technology to perform at your very best.
- You’ll find a purposeful approach to wellbeing to provide you with all the resources you need to be your best at work and in your personal life. Our ‘Here For You’ Employee Assistance Program is available for our employees globally, providing confidential emotional support, financial and legal advice free of charge.

**Your key responsibilities***
- Monitor Managed service jobs within Service Level Agreement metrics
- Manage and respond to requests/incidents, release management via ticket and alert management tools. Investigate and escalate issues, if necessary and provide timely updates until fulfilment and resolution
- Coordinate effectively with individuals/teams within the organization to ensure timely resolution of client requests/issues especially issues regarding system issues and processing delays
- Creates and analyzes trends to help understand the health of jobs, communicate findings and identify opportunities for improvement and optimization
- Participate in team meetings and initiatives to improve day-to-day operations and client experience
- Support and help to drive ad hoc and strategic initiatives
- Work closely with the team and other parties to ensure knowledge sharing and streamlining of operations support

**Your skills and experience that will help you excel**
- 2+ years of experience in operations and client service support in Finance, Information technology or related role, working with cross functional teams
- Degree with focus in Finance, IT or engineering with excellent analytical skills and attention to details
- Good communication skills in English, written and oral
- Strong customer service and good interpersonal, integrative, and problem-solving skills with proven ability to work effectively in a team and can operate without direction when required
- Proficiency with Microsoft Office products including Word, PowerPoint, Excel, Visio, SharePoint, and Teams
- Experience in Ticket and Alert Management such as SalesForce, ServiceNow and PagerDuty
- Work experience in Python, version control (GiT), Azure, XML, Linux/Unix, PowerBI and database systems are preferred

**How we’ll support you**
- Our culture of high performance and innovation relies on our people sharing their knowledge and lifting each other up. You’ll be surrounded by a collaborative, global network of talented colleagues who will support and inspire you to do the best work of your career.
- We believe new and challenging experiences drive personal growth and innovation. With the right challenges, encouragement, and development support you can shape your own career experience. Career paths are multi-directional, and we encourage and support internal mobility to help you identify new opportunities to progress and take control of your future.
- As a new joiner you’ll be enrolled on our Global Orientation interactive learning experience to set you up for success.
- At MSCI we act in ways that encourage respect for all voices, ensuring that everyone can be themselves and feel like they are a part of the company. We are intentional about ensuring that everyone is treated fairly and supported with equal opportunities to succeed.
- We have eight MSCI Employee Resource Groups: All Abilities, Asian Support Network, Black Leadership Network, Climate Action Network, Hola MSCI, Pride & Allies, Women in Tech, and Women’s Leadership Forum.

**About MSCI**

MSCI is a leading provider of critical decision support tools and services for the global investment community. With over 50 years of expertise in research, data, and technology, we power better investment decisions by enabling clients to understand and analyze key drivers of risk and return and confidently build more effective portfolios. We create industry-leading research-enhanced solutions that clients use to gain insight into and improve transparency across the investment process.

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