Vanguard
ITServiceManagementAnalyst,Specialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Service Management Analyst, Specialist at Vanguard. Skills: Change Enablement, Incident Management, Problem Management. Execute operational excellence. Facilitate introduction of changes”
What You'll Achieve.
Minimize risk to production environment; Operate safely within audit control; Facilitate resolution of Major Incidents; Promote investigation of technology issues; Drive down repeat failures; Deliver optimal support services; Provide thought leadership
Industry & Context.
Problem solving; Root cause identification
Not offering visa sponsorship
What They're Looking For.
Must Have
Five years related work experience, One year IT service management experience, Hands-on experience with Jira, Hands-on experience with ServiceNow, Exceptional communication skills, Excellent active listening skills, Ability to clearly articulate messages, Ability to establish and maintain relationships, Ability to work with offshore teams, Ability to influence others, Problem solving skills, Root cause identification skills
Nice to Have
Graduate degree preferred, ITILv4 Foundations Certification preferred, High-Velocity IT Environment experience a plus
What You'll Do.
Execute operational excellence
Facilitate introduction of changes
Collaborate with Release Managers
Collaborate with IT Project Managers
Chair divisional Change Advisory Boards
Coordinate resources to resolve incidents
Communicate with key stakeholders
Participate in detection of trends
Review historical incidents
Review root cause analysis
Execute in context of policy
Coordinate operational processes
Monitor operational processes
Report on operational processes
Contribute to improving operational processes
Oversee legacy systems
Oversee cloud-native systems
Promote awareness of policy
Promote adherence to policy
Act as focal point for escalation
Act as focal point for communication
Highlight risk to management
Escalate issues to management
Maintain expertise of industry trends
Maintain awareness of technologies
Recommend adjustments to strategy
Participate in special projects
How You'll Work.
Team & Collaboration
Cross-functional teams; Development teams; Assurance testing; SMEs; Security; Analysts; Leadership; IT teams; Offshore teams
Communication Scope
Written communication; Verbal communication; Articulate messages
Process & Methodology
Project management, Task management, Agile, Scrum, DevOps
Full Job Description
**Core Responsibilities** The IT Service Management Analyst is an excellent “incubator” role to learn more about Vanguard and explore additional career paths within IT or in support of our Sub-Divisions. You will have the chance to learn about many different applications and systems and build relationships that will benefit your career at Vanguard and beyond. For anyone who is interested in a career that primarily involves leading initiatives and teams in IT Service Management, Software Development, Data Center Management, or Digital Transformation, this is the role for you! Our mission is to assist our crew in enacting beneficial changes while minimizing risk to the live production environment and operating safely within audit control and guidelines, facilitating the resolution of Major Incidents with potential for operational, compliance or reputation impact to Vanguard, and promoting the investigation and remediation of technology issues through effective post-mortems and Problem Management. A week in the life will typically include the review of change records in ServiceNow, facilitating the discussion of change records in Weekly Change Advisory Board meetings, driving resolution of Major Incidents, guiding teams to conduct effective post-mortems, providing support for tool and process questions, and facilitating approvals. In between, there are many opportunities to drive continuous process improvement, and to learn about and leverage emerging technologies and products, including Vanguard’s CI/CD pipelines, Resiliency and Chaos Testing and Event Monitoring. The primary responsibility is to support Vanguard in the execution of Change Enablement, Incident/Major Incident and Problem Management in the Production environment according to the defined process. These processes prioritize business and operational requirements while adhering to Information Technology Infrastructure Library (ITIL) standards and best practices. We are looking for highly motivated, experien
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