IT Service Management Analyst, Specialist

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, experienced, and ambitious professionals with a proven track record of engagement, and driving outcomes effectively across teams, to deliver optimal support services to our clients and thought leadership to peers and partners.

In this role you will:

• Execute operational excellence across the core team functions of Change Enablement, Incident/Major Incident and Problem Management, including but not limited to the below:
  
  
  • Facilitate the introduction of beneficial changes into the live production environment
  • Collaborate with Release and IT Project Managers on tollgates and activities including, readiness reviews, and Business Go/No-Go reviews across, development teams, assurance testing, SMEs, Security, analysts, and leadership
  • Chair divisional Change Advisory Boards as needed.
  • Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
  • Communicate with key stakeholders during a major system outage, ensuring the businesses are kept updated until the incident is resolved.
  • Participate in the detection of trends, and reviews historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.
  • Execute in the context of policy and controls and model best practices for peers and partners.
• Coordinate, monitor, report on and contribute to improving the operational processes for Change Enablement, Incident/Major Incident Management and Problem Management, overseeing legacy and cloud-native systems
• Promote awareness of and adherence to policy and control requirements in-scope.
• Act as a focal point for all escalation and communication activities related to users and IT teams to ensure effective and efficient execution of change activities. Highlight and escalate risk & issues to management.
• Maintain expertise and awareness of industry trends and technologies, recommending timely adjustments to strategy as appropriate
• Participate in special projects and perform other duties as assigned.

• Minimum of five years related work experience.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• One year of IT service management experience.
• Hands-on experience with project and task management tools such as Jira and ServiceNow
• ITILv4 Foundations Certification preferred
• High-Velocity IT Environment experience a plus
• Working knowledge of the following ITSM Practices: Change Enablement, Incident/Major Incident Management, Problem Management, Configuration Management, Release Management, and Service Validation and Testing
• Experience with Agile, Scrum, and DevOps practices
• Exceptional communication skills - both written and verbal
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships within a matrix organization. Ability to work with offshore teams.
• Ability to influence others and move toward a common vision or goal
• Problem solving and root cause identification skills