Service Analyst Resume Samples

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D Johnson

Darby

Johnson

1873 Jakob Fords

San Francisco

+1 (555) 244 7038

1873 Jakob Fords

San Francisco

Phone

p +1 (555) 244 7038

Experience Experience

New York, NY

Service Analyst

New York, NY

Daniel-Kessler

New York, NY

Service Analyst

Monitor the network, events and execute pre-defined scripts in case of alarms and incidents reported by network management systems
Provides analysis and assistance in the development of processes and practices in the delivery of IT services
Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation
Assist with the development and implementation of Service Strategy functions for the create and share portfolio
Manage supplier performance and improvements on specific applications and services
Generate reports on network performance, trouble-shooting results and routine maintenance of network elements for tracking purposes and learning opportunities
Identify any areas of difficulty or areas for improvement providing a quality service to the customer

Los Angeles, CA

IT Service Analyst

Los Angeles, CA

Rempel, Haley and Towne

Los Angeles, CA

IT Service Analyst

Manage the Service Analyst team members, including performance evaluations, promotions, hiring and disciplinary responsibilities
Provide guidance to the Incident Process Coordinators (Command Center, Situation Managers)
Lead daily Service Management Meetings, monitor incident SLAs and other related duties associated with Service Management
Work with escalation teams within IT to create and enforce OLAs
Maintain and execute the Bank’s ITIL aligned Problem Management program
Maintain and execute the Continuous Improvement program for IT Production Services
Maintain and execute the Business Process Management program for IT Production Services

present

Houston, TX

Location Service Analyst

Houston, TX

Goyette Group

present

Houston, TX

Location Service Analyst

present

May handle or coordinate process large-scale duplicating projects including copying, collating, assembly and binding
Coordinate and/or process large-scale duplicating projects including copying, collating, assembly and binding
May set up, maintain and/or provide support for workspace/meeting rooms including catering and audio/visual equipment
Responsible for the set-up and provide support for meeting rooms including catering and audio/visual equipment
Problem-solve by drawing on knowledge of other departments utilizing network of contacts
Provide front-desk reception and outstanding customer service to employees and guests
Serve as a point of contact for various Workplace Solutions tools/databases, related basic technical support and end user training

Education Education

Bachelor’s Degree in Computer Science

University of Arizona

Bachelor’s Degree in Computer Science

Skills Skills

Results oriented with excellent attention to detail, quality and control
Excellent service desk process knowledge and good understanding of service level objectives
Customer focused, approachable personality, attention to details, professional and positive approach
The Learning analyst will have excellent working knowledge of the latest Learning industry developments
Ability to assimilate quickly and act decisively
Knowledge in SharePoint and Tableau is an advantage
Basic knowledge of departmental systems and applications
Basic knowledge in Nokia and Huawei 2G,3G or 4G equipments
Good interpersonal skills and the ability to work as part of a team
Good working knowledge and experience of associated service management tools, techniques and methods within their area

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15 Service Analyst resume templates

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Vulnerability Assessment Service Analyst Resume Examples & Samples

Manage projects and initiatives across theorganization to ensure standardization while driving efficiencies
Manage relationship with customers andpartners, ensuring sound operational hands-off of products/services
Directs and oversees project team andmitigates internal/external gaps
Strong presentation and reporting skills
Manage dependencies with other initiativesand day-to-day operations
Escalation point for project/program issueresolution
Knowledge of Excel and information securityis key
Attention to detail and excellentunderstanding of Microsoft Office Suite

Global Consumer Service Analyst Resume Examples & Samples

Assist regions with improving their CS operations and building their capabilities: providing hands-on support, consultancy, best practices from across the Group and external benchmarks, driving fact-based continuous improvements
Build global and regional management reports and provide trend analysis, benchmarks and detailed insights into KPI and metrics development across markets over time
Monitor and measure CS performance using a variety of tools and techniques and ensuring global consistency. Derive intelligences to identify and quantify variances and help to drive operational/process improvements to increase quality/decrease cost
Review/monitor/audit the Business Analysis function of our Global Contact Centre Outsourcing partner, steering on compliance, continuous improvement, global consistency and leverage of best practices
Support the execution and implementation of improvement projects resulting from analysis and prioritized by the business, including measurement of the impact of changes and benefits delivered. E.g. Process improvements to reduce AHT
Support the Global Customer Care Manager in ensuring consistency of reporting, alignment of regions, delivering expertise and execution of initiatives
Functional expertise in the Consumer Service operations function as part of a Direct to Consumer operating model
Experience with CRM platforms, process management and business planning
Passionate about putting the customer at the heart of everything we do
Strong data analysis skills: ability to draw conclusions from data and distill from complex operations environments key insights and the ability to come up with recommendations, solutions and initiatives (incl. business case development) on how to structurally improve the efficiency and effectiveness of the relevant business processes
Excellent communication and presentation skills: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Consumer Service team effectively across the organization and demonstrate the ability to help drive operational excellence in a fact-based manner
Ability to combine determination and a goal-orientated, pro-active attitude with flexibility and a natural habit of exploring new and better ways of achieving results
Strong project management skills and practical, hands on mentality
Ability to work in a multinational, global context
University degree in business
4 years of experience in business analytics/business process optimization focus or equivalent professional experience
4 years of experience in an international/multilingual Direct to Consumer environment
Fluent English (speaking and writing skills)

Service Analyst Resume Examples & Samples

Produce reports to measure performance against service cost, risk, SLA, regulatory & flexibility standards for the service
Analysis of performance reports to identify trends, exceptions and breaches
Contribute to the successful delivery of committed demand for service growth and expansions
Contribute to service recovery & repair for the service(s)
Collate, track, and report on operational risks within service(s)/supplier remit
Engage client and supplier stakeholders for service delivery and to operate day to day service processes
Produce & publicise the management information need for the service in line with defined standards
Contribute reports & relevant service data into regular service reviews with both client and supplier stakeholders ensuring objective service reviews
Collate and report on service performance issues and service improvement initiatives
Track and report on actions identified around internal and external supplier performance
Collate management information required to measure the performance of core processes & analyse to highlight strengths and weaknesses of the process
Produce process maps of core processes & lower level processes such as orderable items from service catalogue

Transaction Service Analyst Resume Examples & Samples

With recognized tertiary qualification in banking, business, finance, economics, accounting or management
With prior exposure to payment processing / MIFT functions are preferred
Ability to work in a well-diversified team and should possess good interpersonal and communication skills
With educational level of bachelor’s degree

Service Analyst Resume Examples & Samples

ITIL Service Management Foundation certification
At least 3 years experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider
Implementation
IT standards, procedure, policy
IT systems management
Records management and archiving

O&t Transaction Service Analyst Resume Examples & Samples

A strong commitment towards service delivery
Able to work in Singapore public holidays
Ability to write MACRO programs will be a plus point

Prime Service Analyst Resume Examples & Samples

Attend Client Meetings
Management and oversight of fails and pre-matching reports
Resolution of errors and exceptions: cancel and corrects, late bookings, client excess/deficit positions
Coordination of the operational response to settlements and inventory management
Identify and remediate inefficiencies

Service Analyst Resume Examples & Samples

Receive incoming technical problem requests via phone calls, emails and web from end-user community, including remote locations. These problems include procedural, software, hardware and operating system problems for all company-supported technologies, which includes (but is not limited to) desktops, laptops, wireless devices, peripherals, and commercial and proprietary software within the organization
Provide 1st level solutions to technical problems to minimize the loss of production time in accordance with current Service Level Agreements
Open, track, escalate, resolve and close each problem/inquiry/request in AMC Network's problem ticket system
Keep customers apprised of problem status in accordance with current Service Level Agreements
Recommend or perform remedial action or refer/escalate complex problems to higher levels (2nd and 3rd) of technical support
Work with 2nd and 3rd level resources, plus outside vendors and service providers as necessary to ensure that all referred problems are resolved as quickly as possible
Prepare technical and procedural documentation relevant to systems and applications supported
Update AMC Network's asset management system as necessary to ensure all asset-related activity is recorded and up-to-date
Acquire and maintain knowledge of all relevant technical products, current support policies, and methods of support delivery, to provide technically accurate solutions to users
Participate in special projects as necessary to improve the quality and/or efficiency of the Service Desk function
Complete all other associated tasks assigned by the Manager, IT Service Desk
Install, configure, administer & support MS Windows XP/Vista/7 operating systems for desktops & laptops
Install, configure & support MS Office 2003/2007/365, including MS Outlook 2007 and above, Internet Explorer version 6 and above
Install, configure and support Novell's GroupWise version 6 and above
Assemble, configure and support state-of-the-art desktop and laptop devices, wireless devices (including iPad, iPhone, BlackBerry, Droid) and associated peripherals
Basic knowledge and understanding of voice and data networking concepts and connectivity, including IP telephony
Ability to learn and support several proprietary software programs (Gabriel, WebPac, Internal Deal Memo, etc.)
Proficiency in the use of help desk/call center tool(s) and technologies, such as ticketing systems, asset management systems, systems monitoring and management, remote control, etc

Product Service Analyst Resume Examples & Samples

Working knowledge of the physical design and functional characteristics of diesel engines
At least 1 year previous dealer/customer support experience
Strong people skills. Excellent communication and leadership skills
Candidate must have a BS in Electrical, Agricultural, or Mechanical Engineering or 3+ years product support experience
DSN Analyst experience
Knowledge of the CPI process and product support and warranty systems/tools

Product Service Analyst Resume Examples & Samples

Engineering/Telematics Degree and 2-3 years Caterpillar product support Tier-2 experience
Dealer knowledge and experience
Previous Telematics & Construction and/or Energy & Transportation background
Excellent communication skills and customer focus
Familiar with Electronic Service Tools, CAT ET
Experience with Microsoft office suites
Experience with Acrobat Professional
A 4 yr Engineering degree or the equivalent experience to gain a technical competency and a high mechanical aptitude
Technical experience with Caterpillar service publication creation
Telematics technical troubleshooting experience
CAT Machine product experience
CPI Green Belt qualification
Knowledge of engineering and product support systems including but not limited to HVC-QRWB & PRWB, SIMSi, SISWEB, CPI, other service engineering systems
CPI product support knowledge

Transactions Service Analyst Resume Examples & Samples

Ability to execute and exceed both internal and customer expectations in a team-oriented operations environment
Ability to work as a team with offsite partners
Consistent ability to adapt to process changes quickly and accurately
Working knowledge of cash products

Outsourced Service Analyst Resume Examples & Samples

Read and Interpret Contract Terms
Validate and Monitor Contract Compliance
Reconcile and Facilitate invoice payment
Develop, document and maintain reconciliation standard operating procedures
Minimum of 2+ years current experience with Access databases; importing/exporting tables and creating queries required
Minimum of 2+ years experience analyzing data as a data analyst, business analyst, database management analyst or similar role
College degree, specialized training or equivalent work
Merchant Acquirer experience is a plus
General business background with emphasis on business analysis-process mapping, root cause analysis, planning and organization, project management, business case development and capacity planning

Product Service Analyst Resume Examples & Samples

Responsible for the customer service for all components and systems pertaining to Product Link/VisionLink
Provide global Telematics/Product Link Product Support for existing and next gen hardware & back office (PL Web/VisionLink) through the use of DSN/Salesforce portals, CPI tools, etc
This includes, but not limited to, developing the new telematics dealer training materials, assisting in the development of the tools, processes, creating and validating the new telematics dealer publications
Provide technical information for the product problem resolution process
Travel to dealers, suppliers and locations where equipment is used in the field, and prepare reports
Maintain technical liaison between Caterpillar and dealers
Keep Engineering, other Service Engineering management personnel, and the dealer organization appraised of activities and/or status of product problems
Assist the Product Service Engineers to prepare Failure Analysis, Parts Stock Authorizations, Summary Reports, review Plant Problem Lists, and inform appropriate persons on problem solution
When a product problem is solved, initiate a Technical Information Bulletin, Service Magazine or Service Letter to notify field and dealer personnel, and provide a basis for publication to dealers
Assist Product Service Engineers to initiate rework campaigns
Bachelor's Degree in Engineering/Telematics and 2-3 years Caterpillar product support experience

Senior IT Service Analyst Resume Examples & Samples

You will use diverse IT tools, systems & data sources to collect, analyse and prepare Service Quality reports, KPIs and management presentations
Participate in operational Incident, Problem and Change activities, supporting operational staff and Service Managers
Design and implement improvements to processes and services in order to increase efficiency. Maintain and review on a regular basis
Propose improvement initiatives and lead improvement projects. Liaise and coordinate with internal and external organisations as needed in order to manage projects effectively
Support and lead ad hoc tasks assigned by the superior

Product Service Analyst Resume Examples & Samples

Listen and solve reports from dealers on technical product problems; seek assistance from Engineers - this role is the Primary Dealer Service Network (DSN) Tier 2 Support for Backhoe Loaders sold in North America sourced from Leicester, UK
Support Clayton, NC and Waco, TX Logistics Nodes teams in problem identification, escalation and interim corrective action (ICA) and performant corrective actions (PCA) as needed and coordinate engineering support to these teams as needed
Support Partners in Quality (PIQ) Program which includes being the backup for the UK based PIQ Coordinator and supporting contact for North American PIQ dealers. Supporting duties in this role include attending PIQ meetings and being trained to complete PIQ dealer and customer visits along with any supporting activities to ensuring timely investigation and closure of PIQ events
Assist various Product Service Engineers to correct product deficiencies, improve product design, and prepare failure analysis, publications and informing appropriate persons on problem solution
Travel to dealers and customers where equipment is used in the field, and prepare reports including assistance
A Bachelor's degree in Engineering or equivalent experience of a minimum of 4 years of identifying and diagnosing technical product issues
Strong communications and human relations skills
Knowledge of company products and product application

Collateral Service Analyst Resume Examples & Samples

The individual will be responsible for issuing and responding to margin calls as defined in the relevant business documentation
Interact with clients to cure calls for collateral and ensure Collateral Services adheres to the Client Service Best Practice Framework
Support the Company’s Diversity programs
Understanding of ISDA CSA and other margin related documentation
Working knowledge related to the valuation of OTC derivative products
Working knowledge of cash and non-cash settlement processes
Ability to multi task and work under pressure

Service Analyst Resume Examples & Samples

Produce service reporting of Franchise IT Services per Franchisee
Service review preparation and administration
Service Improvement analysis and administration
Incident & problem trend analysis for all 3rd parties
Demand & Change Analysis and administration
Contract and service level agreement maintenance
Service documentation management (support and end user)
Invoice validation – ensuring billing and support is in line with contractual obligations
Responsible to the FTO Starbucks SDM, to define, measure, gather, process, analyze and report to them on Service performance, including potential or actual Service performance issues
Production of weekly, monthly and ad-hoc reports/statistics that measure the effectiveness of service delivery against the targets, and assist in the development of these targets
Provides analysis and assistance in the development of processes and practices in the delivery of IT services
Identify persistent incidents from trend analysis and or escalations to derive improvements
Proactively monitoring aging, escalated incidents/requests to understand and appreciate the impact of on SLA targets, allowing prioritization and direction, invoking escalation procedures where required
Maintain administration on service improvement plans and FTO Action Tracker, updating/uploading changes to centralized Sharepoint site
Participate in post mortems for all major incidents, engaging and supporting problem management as appropriate
Ensure internal and 3rd party Knowledge articles are maximized throughout the life of an incident; highlighting opportunities for improvement as necessary
Ensure Service measuring and Service reporting activities are included in all Operational processes
Report on KPIs, applying CSI activities to produce winning KPIs for Operational processes
Excellent analytical and reporting skills - Analytical thinker with the ability to define and present information (e.g. SLAs / KPIs and performance metrics) on operational and tactical activities
Advanced skills in Microsoft Office in particular Excel and Powerpoint
Results oriented with excellent attention to detail, quality and control
Excellent interpersonal skills including listening, building rapport and delivering a consistent and approachable manner
Tenacious problem solver, will own issues and tasks until full resolution
Customer Service Delivery oriented, adaptable and professional
Strong organizational, time management and prioritization skills
Demonstrate proven experience in operational analysis role and accustomed to working within and to Service Level Agreements
Min. 2-4 years IT Analysis experience
Desirable - Retail knowledge
ITILv3 Foundation accredited
Desirable - ITIL Service Operation and Continual Service Improvement

Am-special Service Analyst Resume Examples & Samples

Complete shipments, client visits and shreds of client Hold Mail, Checkbooks and Credit Cards, identifying errors as well as training opportunities
Respond to queries from internal business partners
Perform research activities as appropriate
Assist with data integrity project updates
Perform quality assurance activities to ensure accuracy and consistency of data and information being processed by team
Work effectively in a team environment as well as independently
Adapt to a rapidly changing environment, including multi-tasking
Effectively prioritize projects in addition to daily work
Proficient PC skills

Vulnerability Assessment Service Analyst Resume Examples & Samples

Vulnerability Assessment tools, e.g. Nessus, Qualys, etc
OS Security, e.g. Unix, Linux, Windows, Cisco, etc
Advanced knowledge of databases

Citibloc Service Analyst / VP Resume Examples & Samples

FINRA registrations (e.g., series 7, 63) a plus
Working knowledge of FIX protocol
Basic knowledge of equity trading
Project management skills including strong communication and written skills
Self-motivated, team player
Ability to learn new skills quickly

DLS Remediation Service Analyst Resume Examples & Samples

Logon to DLP web based application for each region and liaise with technical teams for any technical issues
Review DLP incidents on a daily basis and process as appropriate using one of the following
Set incident to False Positive / Accepted Risk / Whitelisting
Manage escalation of incident to Line Manager for further review
Manage escalation of incident to HR Legal / L&C / DISOs / etc. as required
Producing weekly dashboard and other reports (incl. ad-hoc)
Ensuring compliance with internal UBS policies, processes and procedures and support process changes, documentation updates and process effectiveness where applicable
Support the DLS Remediation Service Manager with incident management and other (ad-hoc) tasks

Service Analyst Resume Examples & Samples

Knowledge of commonly used concepts, practices, and procedures in the related field
Working knowledge of related ITIL standards or best practices
Intermediate knowledge of infrastructure support components

Trade Transaction Service Analyst Assistant VP Resume Examples & Samples

Revenue and Cost management
Migration and Project management
Bachelor’s degree - 10+ years of experience in Trade Operations/ Services
Post Graduate (preferably Finance) – 5+ years of experience (Trade Operations/ Services)

Trade Transaction Service Analyst VP Resume Examples & Samples

Team Management
Client Management
Strategic Leadership
Bachelor’s degree - 15+ years of experience in Trade Operations/Services
Post Graduate (preferably Finance) – 10+ years of experience (Trade Operations/Services)
Knowledge on India trade regulations
Previous experience in handling India Trade operations

Global World Class Service Analyst Resume Examples & Samples

3-5 years of training / tool management
Preferable to have Ecolab experience, ideally F&B
Experience working with end users (specifically Field Sales)
Data Management Knowledge

Service Analyst Resume Examples & Samples

Ability to document information
Experience in Maintenance, Network Operations and/or Technical Support activities
Experience in telecom technical domains
Knowledge of IT (infrastructure, technology & telecommunications) fundamentals
Knowledge of NOC/GNOC processes (e.g.; incident restoration, network change management)
Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools

Service Analyst Resume Examples & Samples

Monitor the network, events and execute pre-defined scripts in case of alarms and incidents reported by network management systems
Identify service degradations associated with network events and incidents; assess business impact, isolate root causes, and initiate corrective actions. Coordinate Services activities to deliver corrective equipment and site maintenance based on the severity or type of event
Provide prompt and appropriate follow-up with regular feedback to customers in relation to on-going issues
Monitor network traffic and performance while maintaining high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service
Track, re-direct and escalate the workflow of incidents to subsequent support levels (e.g., Technical Support Operations) as needed to resolve incidents
Ensure accurate and timely creation, update and completion of all trouble tickets with prompt escalation and notification of major network faults and customer faults as per the GSD Escalation Guidelines, to both customers and to internal management
Generate reports on network performance, trouble-shooting results and routine maintenance of network elements for tracking purposes and learning opportunities
Ensure only authorized sub-contractors, external companies, field services, Technical support operations and/or other parties have access to the network components
Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation

Service Analyst Professional Resume Examples & Samples

Theoretical knowledge and hands on experience on SDH, DWDM, other transmission related topics
SBL dependency (IMSS)
SBC principles
PCM principles
STM1 structure
SS7
ISUP userpart - in detail
INAP - principle
SPC determination
Mapping of signalling ISUP/SIP SIP/ISUP
CLI
Barrier capabilities/codec conversion
SIP signaling
Call flow
SDP / codecs
Meaning of SIP error msg
V5.2 signaling (principle)
Theoretical knowledge and hands on experience on DSL and other fixed access related topics
Vendor specific trainings on relevant vendors/equipments in the technology (DSL)
Theoretical knowledge and hands on experience on IP (CCNA), other IP related topics
Vendor specific trainings on relevant vendors/equipments in the technology (IP)

Service Analyst Resume Examples & Samples

Project a winning mind set
Knowledge of ITT (infrastructure, technology & telecommunications) fundamentals
Basic knowledge in Nokia and Huawei 2G,3G or 4G equipments
Knowledge of NOC/GNOC processes (e.g.; incident restoration, network change management, ...)
Knowledge of NOC/GNOC tools: UTS (Remedy), NetCool, Netact, Netnume, RadioCommander, Ranos, SOA, Huawei 2000 and other platform tools

Service Analyst Resume Examples & Samples

Shell and Python scripting
Back up and Recovery practices
Security best practice
Monitoring and management practices

Service Analyst Resume Examples & Samples

Provide a second and third level support service to IT Delivery areas for all CICS related incidents
Help to implement CICS application infrastructure into the production environment
Network Protocols like SNA and TCP/IP
CTG

Service Analyst Resume Examples & Samples

A central point of customer contact and third level support, providing specialist knowledge to the incident management and request fulfilment processes
Recognised as a subject matter expert in one or more technology platforms
Providing analysis on incident trends to facilitate incident volume reduction
Providing support on technology based services to the banks end user community, including defining end to end processes and toolsets
VERITAS NetBackup
EMC Legato NetWorker
EMC Data Domain
Unix -Linux
EMC Avamar
PERL ScriptingArchive / Migration products - such as Enterprise Vault
Understanding of SAN / NAS
Windows Platforms - NT4 through Windows 2012

Service Analyst Resume Examples & Samples

Completing requests for Storage changes and working with different Infrastructure teams on technologies that SAN depends on
Maintaining market awareness of new products that could offer improved value to the business
Liaising with Infrastructure Design Architects to help design and optimise SAN storage solutions
Ensuring the business conducts its usage and consumption of Storage in accordance with all relevant policies
Managing and supporting all SAN Storage services & Infrastructure in line with RBS policies and procedures
Participating in an on-call rota for out of hours Storage Infrastructure support
A background in SAN infrastructure & support in a large corporate environment
Experience in managing Storage Infrastructure under Change & Incident Management
Any scripting expertise
The ability to communicate and explain technical matters clearly with Project Managers and a global platform of end users who may be non-technical in nature
The ability to investigate, troubleshoot and resolve operational issues within defined SLAs
HP and/or EMC certified qualifications as an added bonus
HP/3Par Storage arrays
EMC Symmetrix (VMAX/DMX), Centera, Connectrix Manager, UniSphere
Brocade SAN Switches
Cisco SAN Switches

Service Analyst Resume Examples & Samples

Ensuring the Business conducts its usage and consumption of Storage in accordance with all relevant policies
Manage and support all SAN Storage services & Infrastructure in line with RBS policies and procedures
Participate in an on call rota for out of hours Storage Infrastructure support
Any scripting expertise is highly beneficial
HP and/or EMC certified qualifications an added bonus

Centerpiece Service Analyst Resume Examples & Samples

Provide direction and subject matter expertise for Oracle APS Modules and customizations
Partner with Plant and Warehouse Leaders and users to evaluate and improve business processes
Design and implement solutions for consolidation, simplification, and standardization
Perform and supervise configurations of Oracle APS modules used in Centerpiece
Conduct requirement gathering, conference room pilot and user acceptance testing sessions
Develop functional requirements documentation
Guide and lead team of vendor functional and technical resource for break-fix issues and enhancements
Partner with third party and other GE business to create sustainable solutions and processes
Act as focal for Oracle APS escalations and point focal
5+ Years experience in Oracle EBS R12.2 APS, ASCP, VCP, Unix, PL/SQL and & experience with Appworx scheduling tool

IT Service Analyst Resume Examples & Samples

Remediate deviation of process for particular business areas
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents. Ensure process is followed (i.e. timely escalation, followup on ticket data, workflow transitions…etc)
Coordinating interfaces between Incident Management and other service processes
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Provide guidance to the Incident Process Coordinators (Command Center, Situation Managers)
Provide reporting and trend analysis
Establish continuous process improvement cycles with Process Owner where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
5 + years overall experience within related roles
3+ years experience with incident/problem management experience
ITIL centric tool experience
Remedy experience
Defining workflow/process and implementing with a tool
Ability to multi-task & strong communication skills

Service Analyst Resume Examples & Samples

Ensure availability and performance end to end according to the needs and SLA (Service Level Agreement) if any
Lead and operate the maintenance activities
Ensure the operational application SLA end to end
Ensure the support level 2 and level 3 (guarantee the applications availabilities)
Ensure the applications maintenance: corrections, preventions, enhancements, optimize TCO (Total Cost of Ownership) per application solution, end to end
Provide end users assistance with technical issues, including maintenance, administration, and resolving issues related to the technology customer's use
May allocate and be responsible for the quality of work in others, including leading contract teams to accomplish project deliverables
May train new team members in specific technology or process area
Communicates with direct team and with others in IT that are outside of direct organization and have influence in the same technical space
Bachelor's degree from an accredited university or college (or a high school diploma / GED) with substantial experience in Information Technology and additional years of experience in a service role or equivalent knowledge and experience
Experience with requirements management, software lifecycle management or software build tools (e.g. Rational Team Concert, Rational Quality Manager, DOORS, DOORS Next Generation, Gears, Branch Manager, Rational Publishing Engine / Jazz Reporting Service, Smartbear, and Jenkins)
Developed strong foundation of Information Technology skills and knowledge of relevant technologies
Developed interpersonal skills to handle complex situations
Ability to coordinate several projects simultaneously

Trade Transaction Service Analyst VP Resume Examples & Samples

Processing standard
Previous experience in handling India Trade ops
Ability to execute and exceed both internal and customer expectations in a team-oriented Operations environment
Consistent ability to identify process improvement and implement quickly and accurately
Strong attention to detail is required to ensure the data privacy of our client information
Strong client management/relationship management skills

IT Service Analyst Resume Examples & Samples

Executive Reporting
ES Service Reviews
ES Strategic Plan
ES Balanced Scorecard
ES Rates and Trends
Assist with the planning, data collection and preparation of executive and business partner reports
Collection of executive materials and creation of executive level reports and presentations
Research and analysis of technology services to identify gaps and opportunities
Assist other team members as required to work with service owners and finance to build and maintain a current and consolidated view of IT strategy
Identify opportunities to improve team efficiency and effectiveness
Work with service owners, application owners and ES finance to build ES Service Review material
Work with service owners and finance on annual budget and financial planning cycle support
Technical writing skills – Including communications preparation and presentation decks
Demonstrated analytical and problem solving
Ownership and accountability of assigned activities
Commitment to teamwork & partnering
Forward & strategic thinking
Demonstrated organizational capabilities and time-management skills

Production Service Analyst Resume Examples & Samples

BS degree in Information Systems or CS or equivalent experience; typically requires a minimum of 5 + years of experience preferably in financial services
(ITIL) Technical staff member with mainframe hardware/software system and troubleshooting skills and experience
Uses sound judgment in determining priorities and assisting junior staff members and/or enlisting support of others to prevent compromises to Visa's business or client service level agreements

Service Analyst Workplace Service Centre Resume Examples & Samples

Monitor relevant incidents, working as part of a team to ensure the service desk team delivers, (and exceeds) against challenging KPI's
Maintain a knowledge of key systems and processes, aiming to increase the percentage of incidents resolved within the centre
Provide an efficient service to our customers, building and maintaining strong relationships within the function as well as with external customers
Act as a liaison point within the area for operation teams, customers and suppliers

Free Asset Movement Service Analyst Resume Examples & Samples

Receive and prioritize Account Transfer Documentation and directives received from clients
Perform comprehensive quality assurance check of Account Transfer Documentation. Reject unsatisfactory documentation back to clients with clear and comprehensive specifics
Ability to read and understand brokerage/investment statements to ensure that expected assets are pended to GWP accurately and timely
Respond to all client and internal inquiries in a timely and satisfactory manner

Accenture Insight Platform Platform as a Service Analyst Resume Examples & Samples

IT Student or Graduated
Linux / Windows server management
Scripting (bash, perl, powershell)
Amazon web services (AWS) (*)
Knowledge on chef/puppet/salt/other automatization tools (*)
Cloudera/Hadoop/Qlikview/Alterix/Data visualization tools (*)
Productivity
Eventualy work from 13 to 22 hs
English (oral and writing)
New environment provisioning
Automatization testing and deployment
Conference call participation between multiple locations
Direct contact with solution architects and clients
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value
Ability to contribute to the creation of an environment that facilitates high performance and motivates individuals to work collaboratively as a team

Production Service Analyst Resume Examples & Samples

5+ years of years of relevant hands-on storage experience with at least one subset of the following products: NetApp, Hitachi is must
Work in a team environment to provide daily support of a large, complex SAN and NAS infrastructure. Components include: EMC, Hitachi, NetApp, Brocade
Serve as Subject Matter Expert on storage implementation, daily support and monitoring of very large storage and SAN environment
Recommend storage solutions and configurations for new/existing Business applications
Monitor, analyze, and predict trends for storage/fabric performance and adjust storage configurations for optimal performance and availability
Analyze performance to identify bottlenecks and provide recommendations to resolve
Perform monitoring of overall storage and backup environment utilizing SRM tools APTARE, fabric performance tools like CMCNE, event management tools like Netcool, ITSM tools like Viper and other storage array specific tools
Escalate hardware and software issues to vendors as necessary to resolve issues in a timely manner
Ensure documentation of end to end storage and backup environment is current
Communicate with peers and mgmt. about storage/backup operational issues
Provide technical guidance, knowledge transfers to other teammates as required
Ability to work on complex problems where analysis of situations or data requires in-depth evaluation of various factors
Liaise with support groups and/or development groups to collaborate on the resolution of incidents
Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone. Modify and create work instructions or recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second level support groups
Experience managing and interacting with fiber channel switches and working with fiber channel protocol (i.e. cabling infrastructure, zoning, troubleshooting, etc.) is required
Must be able to work independently and take initiative, but also accept suggestions and direction from others on the team. Must be able to work in a team environment. Required
Experience with file based protocols (NFS, CIFS), particularly on NetApp is needed
Experience with global namespaces, file share management best practices are needed
Experience with Hitachi Command Suite (Storage Navigator, Tuning Manager, Replication) for VSP and G1000 is must
Strong troubleshooting skills and ability to apply them during business impacting incidents
Bachelor's degree in a technical field (Computer Science, IT, or similar)
NetApp/HDS certifications
Information Technology Infrastructure Library Certificate (ITIL) Intermediate or higher certification is a plus
Ability to communicate well and manage highly stressful situations over the phone
Ability to coordinate and drive technical bridges during a major event, asking the right questions, and steering the support teams towards quick mitigation, work-around or resolution to limit the financial and reputational exposure of VISA or any of our clients
Ability to take quick decisive action to make additional escalations and/promotion of significant events to the Crisis management team when warranted
Experience managing large scale technology incidents and supporting root cause analysis

IS Service Analyst Resume Examples & Samples

Working knowledge of: Pertinent operating system, and programming language
Skill in: Converting specifications and procedures of significant complexity into application and program solutions
Writes and communicates moderately complex program specifications. Communicates well both orally and in writing
Basic knowledge of Microsoft Office, Visio and Project desired
MENTAL AND PHYSICAL DEMANDS
Solves complex problems where development of new solutions, methods, and systems will result in a major impact on the department’s overall success
Analyzes problems quickly and develop business solutions to complex problems
Implements recommendations and see task assignments and projects through to completion
Performs efficient and effective analysis and complete task level activities
Analyzes current methods and procedures, recommend and implement improvements
Communicates effectively by telephone and in group meetings and discussions. Provide and receives information accurately
Daily sitting, focusing on and operating a personal computer or terminal keyboard for over 60 minutes at a time
Communicates by telephone for up to 60 minutes at a time on a daily basis
Writes using pen/pencil or personal computer keyboard for up to 30 minutes at a time on a daily basis
Communicates and is understood by others
Reads printed words and numbers in printed form and on computer/terminal monitor
Distinguishes objects or symbols at 20 feet or more and 20 inches or less
Ability to travel by air
EQUIPMENT USED AND NECESSARY

Service Analyst Resume Examples & Samples

Review all implemented changes/problem/incidents to ensure that they have met their objectives
Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary
Schedule and attend meetings according to the process and Governance Structure
Review the processes and make recommendations for improvements
Manage all change/problem/incidents and escalate any issues to Problem/Change Manager

Service Analyst Resume Examples & Samples

18+ months experience supporting or administration of Record Management applications
Team player who is willing to learn
Experience in HP RM8, Meridio or TRIM
Good working knowledge and experience of associated service management tools, techniques and methods within their area

Service Analyst Resume Examples & Samples

Contacting mobile device users via e-mail and telephone to arrange collection and return of the mobile devices and associated equipment
Updating and closure of tasks on the Service Management tool
Update and administration of any changes to asset information
Updating and filing of mobile device related paperwork
Document procedures and review/update
Ability to develop and maintain customer relationships
Work in a disciplined and structured manner in accordance with ITIL based service management processes
Provide support to the Mobile Computing Auditor role when required
Minimum of 3 years’ experience in a Service Desk role or similar (experience of HP Service Manager preferred)
Knowledge and experience of Microsoft Office applications and Microsoft Windows
Strong customer orientated, focused on meeting customer needs
Knowledge and experience with ITSM/ITIL Reference model
UK Passport holder
The role requires full DV clearance
You will be required to sign and abide by the applicable Normal User Security Operating
Procedures (SyOPs)
You will be expected to comply with the clients physical security rules and restrictions
You will be expected to comply with the clients Information Assurance rules and restrictions
You will need to carry out Mandatory Authority Security Training and attend Security Awareness Briefings upon request

Centerpiece Service Analyst Resume Examples & Samples

Provide direction and subject matter expertise for Oracle ASCP Modules and customizations
Perform and supervise configurations of Oracle ASCP modules used in Centerpiece
Act as focal for Oracle ASCP escalations and point focal

Cust Prog Service Analyst Resume Examples & Samples

Works with internal organizations and external vendors to create or obtain training materials to include On-Line, Instructor Led and On the Job training
Works with internal organizations and external vendors maintain currency of training materials
Evaluates the effectiveness of training programs and instructors
Coordinates, schedules training per individual and OpCo needs
Creates and manages writing a training budget
Develops processes to evaluate program and vendor performance across our AEP Service Territory to maximize adoption of the most successful programs and highest performing vendors
Coordinates centralized activities (C&DS, regulatory, procurement, legal and information technology) to enable Operating Companies to be able to implement programs or services
Develops and continuously improves internal processes that enable the Operating Companies to efficiently and effectively implement new programs with new or existing vendors as required
Assists with the review of proposals submitted by third party contractors to
Evaluate technical and financial soundness
Ensure adherence to stated program guidelines, goals and objectives
Identify discrepancies with contractor proposals and/or clarification of overall program process, implementation procedures, costs, etc
Identify best practices to be implemented across AEP Service Territory
Assists with the review of regulatory filings
Coordinates across Operating Companies to provide centralized reports for internal and external entities
Implements and maintains central systems that enable Customer Relationship Management and Tools (ADAM), Demand Response in the PJM Market (OATI Web-Distribute), two-way sharing of data with external vendors and analytics
Stays abreast of industry trends to identify emerging technologies or services and collaborates across Operating Companies to evaluate for viability within AEP’s service territory

Service Analyst Resume Examples & Samples

First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
Ensuring that the full business impact is captured/ understood when dealing with Incident cases
Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution
Provide and obtain timely updates to/from relevant parties (internal and external)
Ensure all issues are chased throughout the ticket life cycle
Manage the resolution of issues and keep clients informed
Promptly escalate issues that cannot be resolved using own resources
Follow Outage procedures as required and keep Customers and Management up to date at all times
Follow all Support processes

ATM Service Analyst Resume Examples & Samples

Take ownership of ATM/Branch cash incidents
Arrange the timely replenishment of cash to ATMs and branches to meet customer demand
Liaise and escalate with 3rd party cash supply contractors
Monitor and respond to call volumes
Report and implement continuous improvement activity on repeat sites
Build branch relationships
Demonstrate excellent customer service
Assist with seasonal planning

Service Analyst Resume Examples & Samples

Manage stakeholder relationships across multiple businesses and IT functions
Ensure business and system requirements are aligned with overall architecture
Participate in planning, scoping and estimation of service/application deployment and operational activities
Ensure end-to-end service accountability by managing 3rd party suppliers
Understand and take ownership for appropriate ITIL processes involving the application (incident/problem management, change management, release management, etc.)
Assist in the management of external contracts and internal operating agreements to ensure application integrity is maintained as per the service level agreement
Ensure root cause analysis is performed for major incidents and proactively surface and drive mitigations for application service risks
Promote security and best practices, as well as own technical controls and compliance with BP Digital Security principles
Act as a key point of escalation for HP Testing Tools and LiveCompare related incidents and issues
Drive governance of tickets to ensure resolution as per agreed service levels
Seek out and drive continuous improvement opportunities
Develop and implement strategy and roadmap for expansion of Testing Tools and LiveCompare usage, data center capacity and migration to the cloud
Proven proficiency in dealing with complex technical issues in an application environment and should be confident in dealing with technology users in a support capacity
Proven systems delivery and/or design knowledge in one or more of the tooling technologies
Ability to communicate effectively and manage support from service provider groups, both internal and external to BP, to ensure application SLAs and BP business objectives are achieved
Ability to “work the matrix” and influence groups outside of the direct management chain in order to protect the end-to-end application service
Strong people skills including adaptive management, active listening and network building
Strong understanding of appropriate BP project life cycle management and development methodologies (e.g., SMART)
Presentation skills and experience
Consistently demonstrate BP Values and Behaviours

Service Analyst Resume Examples & Samples

Aiding the development of colleagues by sharing expertise and specialist knowledge
Providing live service support for core applications supported by the team
Analysing incident trends, culminating in process updates to facilitate incident volume reduction
Acting as a subject matter expert across multiple technology platforms
Oracle

Service Analyst Resume Examples & Samples

HP Testing Tools (including HP ALM Quality Center, HP Performance Center, LoadRunner, HP Unified Functional Testing, HP Sprinter)
LiveCompare / LiveModel
ClearQuest
User Productivity Kit (UPK)
HP Adoption Readiness Tool (ART)
ARIS
ARIS Risk and Compliance Manager
MyIT
ALC
EDWARD
Site Database
Service Grid
Service Management Portal
Compliance Portal
CAR Admin Tool
Send Word Now
Digital Security Dashboard
SSOD
IST Tools
Desktop Lab
Knowledge of ITIL V3 Foundations or greater
Experience of working in a complex multi-vendor / multi-cultural environment
Understanding of risk management and how to remediate risks effectively
Financial acumen/commercial awareness

Service Analyst Resume Examples & Samples

Provide business critical 2nd line IT Application support for an SAP instance used for Settlement and Accounting by the Trading segment for a global oil and gas organization
Perform project/enhancement delivery, applying knowledge of for business critical SAP R3/ECC solutions, specifically SAP ECC Finance (FICO) and Logistics (SD/MM) modules and SAP BW and Xi solutions
Support the SDM and Service Lead to ensure silent running of the application and associated service(s), operating within a follow-the-sun support model with global customers across different cultures and time zones. Partnering with both internal and third party IT service providers to deliver complex and critical IT and business outcomes
Hold detailed solution design knowledge of how application design meets business requirements, leveraging this knowledge to add value to the service
Support and adhere to ITIL aligned Service Management processes. This includes Incident Management, Problem Management, Change Management, Release Management, Availability Management, and Risk management
Support end-to-end service delivery ensuring all solutions and components are operating effectively to SLA
Provide quality assurance for solution enhancements
Create and maintain relevant documentation within the Service portfolio
Work with managers remotely through independent execution of tasks daily, including transition management, specifically the transition of support activity to a third party supplier
Provide strong customer service, managing effective working relationships with local and remote stakeholders, assessing and managing the technical impact of issues, and preparing business impact statements that can be understood by end user communities
5 years of post-baccalaureate/progressively responsible exp. in system development management, working closely with customers to gather requirements, coordinate resources for safe delivery of system changes; Service Operation processes: Incident Management, Problem Management, Request Fulfillment and Event Management; highly complex/tightly integrated system landscape with off-the-shelf, customised and bespoke applications. Within these 5 years, requires 3 years experience in
Effective support of Settlement and accounting teams in the trading segment of global, major oil/gas organizations and associated in-depth knowledge of business processes
Operate effectively within an ITIL Service Management framework
Analyze ABAP code for support/troubleshooting purposes
Operate in follow-the-sun support model with global customers in different cultures/time zones. Partner with internal & third party IT service providers to deliver complex, critical IT/business outcomes
Exp. in being managed remotely, transition management activities to a third party supplier
Strong customer services, managing effective working relationships with local/remote stakeholders, assessing/managing technical issues, preparing business impact statements for end users
Participate in risk management and how to remediate/mitigate risks effectively, demonstrating ability to analyze and solve complex problems

Service Analyst Resume Examples & Samples

Experience of supporting services within an ITIL environment, using outsourced partners
Experience of delivering to SLAs and KPIs in a complex technology environment
Experience of communicating with stakeholders at all levels of seniority
Experience of building and maintaining relationships with other teams, businesses and 3rd Parties
Experience of working in a matrix-managed organisation
Experience of Incident, Problem and Change Management Process

Service Analyst Resume Examples & Samples

Providing solutions for incidents raised by Functional Experts, ensure the service level agreements are met
Assist with change management activities which include release and production slots
Work with other teams globally, regionally and locally to ensure global coverage is provided and excellence shared
Engage our customers across region and globally
Develop global/ local application solutions for business
Develop/ improve standard operational procedures
Develop minor CIPs
Run service metrics
Monitor interface jobs
2~3 years of project management, development or project experience in functional area
Ability to work effectively in a flexible and changing environment, manages multiple activities and priorities, and work well under pressure

Service Analyst Resume Examples & Samples

All aspects of production support, including incident, recovery, problem and change management
Learning from your colleagues who have a wealth of combined experience supporting Hadoop and SAS technologies, and sharing your own knowledge
Helping us to continuously improve our service by using your ability to think outside the box when approaching routine tasks, as well as during problems troubleshooting

Product & Service Analyst Resume Examples & Samples

Impressive academic credentials – at least a 2i degree, from an established university, in a numerate, scientific or business discipline
Previous experience in a commercial role since graduation in an environment such as external or internal consultancy, or a relevant operational area. Supervisory experience is a plus, but not mandatory
A naturally analytical person with a proven ability to problem solve
Excellent communication, influencing and stakeholder management skills, gained in a fast paced and challenging working environment
Experience of and ability to undertake projects from initial inception through to final completion
Sound knowledge/experience of relevant IT tools, especially Excel, Access & SQL or other coding capability would be useful

Service Analyst Resume Examples & Samples

0 Yes -- low (under $1 million)
0 Yes -- medium ($1 – $5 million)
0 Yes -- high (over $5 million)
0 LOB 0 Division 0 Department 0 Work team/small group 1 Individual job

Service Analyst Macintosh / PC Resume Examples & Samples

Detailed knowledge of Mac hardware and software standards in an Enterprise environment
Knowledge of Service Management approach (ITIL V3 Foundation Certified preferred)
Casper and Jamf service knowledge
Working knowledge of ServiceNow preferred
Detailed knowledge of Windows client- and server environments, network protocols as well as Microsoft Office products
Supports and aligns with the global MAC Infrastructure organizations by assisting in duties such as package creation, project support, and defining client standards
Ensures customer satisfaction and identifies and communicates issues and areas for improvement based on business requirements
Tests and implements new hardware and software standards; sometimes on an individual basis based on MAC business requirements
Acts as interface to external providers
Life Cycle Management of the Workplace (e.g. providing up-to-date inventory for region NAM, verification of new OSX and Windows requests according to Client Deployment Policy,
2nd Level OSX and Windows Support
Provides proper Incident and Problem management skills to analyze and resolves end user issues by providing telephone, on-site or remote support
Documents, analyzes, solves, tracks and, if appropriate, escalates end user problems
Sets up, installs and configures standard OSX and Windows hardware and software. Provides, system updates, individual adaptations and add-ons
Sets up and configures MAC and Windows for network, printing, file share, email, internet, intranet
Assists end users in general questions within OS, MS Office and standard applications
Takes over responsibility for the problem and follows up on progress and resolution

Access Provisioning Service Analyst Resume Examples & Samples

Good working knowledge of SQL ( SQLServer / Oracle ), development scripting language ( .NET - C# ), Unix shell scripting , or Oracle PL/SQL
VBA Microsoft Excel Macro scripting would be beneficial
Familiar with AS400, SecurID/Remote Access, Active Directory, Windows
Demonstrated ability for sound technical judgement and creatively develop alternative solutions to service issues
Responsible to resolve the day to day operational tasks using the standard tools
Responsible to understand, support, troubleshoot process issues
Responsible to provide break fix solution and enhancement for the application tools for continuous improvements
Ensure all technical changes are being documented using the standard process
Participate in minor/major ad hoc projects
Ensure highly sensitive and confidential data are handled in an appropriate manner
Strong familiarity of database technologies, relational database concepts, Oracle queries
Strong Knowledge of Visual Studio Development Tool
Any related tasks assigned by immediate supervisor

End User Service Analyst, Wellington Resume Examples & Samples

Interest in working for an international organisation, based on the ITIL foundation
Proactive and driven personality
Actively progressing their IT training and qualifications
Ability to manage stress

O&t-transaction Service Analyst Resume Examples & Samples

Candidate should possess at least be a diploma holder with some product and operations knowledge of Custody and Cross-Border/Domestic Funds Transfers
Good team player, self-motivated, positive attitude and willingness to learn
Fast, meticulous and accurate in handling customer instructions
Proficient in basic MS Office applications

Service Analyst Intern Resume Examples & Samples

Establish and manage warranty claim process with field service providers. Identify and implement improvements leading to warranty cost reduction, process simplification, and increased efficiency
Streamline and improve field service processes across Robinair, OTC, and Bosch Wheel Service
Identify weak regions in US market where increased field service presence is needed for improved end-customer experience
Process incoming warranty claims from field service providers
Process and manage National Account field service program, ensuring on-time delivery of services and reimbursements

Service Analyst Resume Examples & Samples

Working with platform teams to deliver new virtual services
Liaising with application development representatives helping to optimise business opportunities
Ensuring the business conducts its activity in accordance with all relevant external regulators and RBS policies
A background in SAN, Virtualisation, Network and Converged infrastructure
Experience of Fibre Channel SAN Infrastructure (Cisco): High end Fibre Channel Directors (Cisco MDS9000) in a core/edge topology and EMC SAN management software
Experience of Vmware vrealise suite (vSphere, ESXi, VRA,VRO,VROPS) and good understanding of networks mostly centred around nexus and catalyst
Ideally, experience in NSX
Previous experience in supporting platform/operating systems administration (Windows or Unix)

Operational Costs & Service Analyst Resume Examples & Samples

Collating and analysing cost and service information from D&T teams (mainly Service Operations)
Joint responsibility to ensure costs are reported accurately through monthly variance analysis - Actuals vs Budget with relevant Cost Centre Owners
Primary point of contact for any operational expenditure queries within the team
Produce monthly reports to budget holders
Work closely with Project Managers to ensure that operational expenditure is reported and budgeted for in current and future years utilising the Capital Projects plan
Working with D&T, Procurement, Finance and our partners to ensure the efficient and effective running of day-to-day processes in relation to Financial management and Service Catalogue Management
Review and, where appropriate, amend and update associated Policies, Processes and Procedures
Efficiencies and cost saving opportunities are jointly identified and realised with relevant budget / Service Managers, with responsibility to ensure they are accurately recorded and tracked
No direct budget responsibility but will influence the budget management of many Cost Centre Managers
Deal with external suppliers to track forecast against actual spend
Work with Budget owners, Project and Programme managers and Finance to capture, track and report on Service Operations Operational Expenditure (OPEX)
Produce monthly finance reports and dashboards
Facilitate monthly budget v costs review meetings
Develop strong relationships with Key Stakeholders
Process, analyse and interpret costs data
Maintain the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date. The active Service Catalogue contains the definitions for those services/service offerings currently either under development or available to for deployment
Work with Project and Product owners to integrate the current Service Catalogue into the new IT Service Management tool (ServiceNow)
Identify and implement service improvements in relation to the processes related to cost management and Service Catalogue
Accurately report on cost saving opportunities which are jointly identified with Budget / Service Owners
Responsibility to monitor that perceived benefits of any improvement initiatives and cost savings are realised
Most essentially, ensure the accuracy of the information that is produced
Track record of successfully identifying and reporting costs
Strong understanding and appreciation of the Sainsbury’s wide importance of quality management information and service support coupled with an ability to see the ‘big picture&#8217
Ability to think logically, analyse situations, and problem solve
Good customer service and awareness focus
A broad IT and commercial perspective and an understanding of the overall picture of how the IT service fits and contributes to the Sainsbury’s business
Proactively reflects and challenges when results aren't being achieved and addresses areas requiring resolution
Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result) and recognises how individual responsibility impacts team delivery and inspires others to do the same
Works collaboratively with a range of people to support the wider business agenda
Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
Takes advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates complex issues to meet the audience's competency level)
Advanced accreditation in MS Excel skills
An inquisitive and detailed mind-set to be able to understand and challenge OPEX spend and to investigate and track cost saving opportunities
Variance analysis Actuals vs Budget
Time management and ability to meet deadlines
A logical and structured person, good with figures and with the ability to track and produce periodic reports
Ability to communicate and influence at all levels
Comfortable working under pressure
Excellent financial acumen
Ability to proactively explore and question colleagues in order to understand the operational expenditure position
Ability to influence a wide range of cost centre stakeholders
Excellent communication and engagement skills at all levels
Workshop facilitation and planning skills
The initiative and drive to meet agreed delivery dates
Ability to set and achieve objectives using influencing skills
Ability to drive through identified improvements to both systems and processes currently used within the department
Familiarity with the ServiceNow IT Service Management toolset would be an advantage

Installation Service Analyst Resume Examples & Samples

The candidate must demonstrate ability to identify and implement change, adhere to deadlines, complete projects and transformation related programs across multiple functions
Extensive experience with Reporting Systems and Tools, advanced excel skills. Strong Analytical and computer skills
The candidate must be comfortable with and demonstrate competency in performing ad-hoc analysis; ensure integration of cross-business and process activities promoting best in class strategies; comfortable troubleshooting issues under pressure of deadlines, and driving change
The individual must be able to work effectively with little direct supervision and manage priorities
Strong customer focus and collaborative skills
The candidate must have strong communication (oral and written) and relationship building skills; a team player; comfort in operating within a dynamic, complex organizational structure

Asset Management, GWM, Asset Service Analyst Resume Examples & Samples

Notify client of corporate events pertaining to their assets
Identify and analyze asset and cash breaks and resolve timely
Coordinate issues and resolve with custodian
Process repatriation for global payments
Verify all daily internal proofs are accurate
Have strong analytical skills and “think out of the box”
Ability to work in fast-paced high volume environment
Be able to work within a team environment

Wealth Management Asset Service Analyst Resume Examples & Samples

Process both global and domestic payments
Ensure the timely capture and submission of client elections
Ensure that payments are posted to client’s accounts
Provide responses to daily inquires as required
Complete pre-reconciliation process daily
Process BUW and NRA payments as necessary
Ability to complete tasks with strict deadlines
Have excellent organizational and time management skills

Senior Service Analyst Resume Examples & Samples

Contribute to the protection of GSK’s technology infrastructure and information assets,
Monitor and report on centralized security solutions,
Participate in security incident management activities,
Perform specific activities relating to the monitoring, management and maintenance of security technologies and service,
Manage relationships and communications with central services, business unit, local IT staff and users,
Assist with architecture, proposal, standards and project reviews under supervision of senior staff
Provide guidance, recommendations, best practices, etc. for DLP and FDE operations, stabilize and optimize DLP and FDE system performance, including rules and reports, assist with DLP and FDE upgrades, installations and configuration
Liaise with vendor for complex issues and other consulting activities
Evaluate alternative solutions and approaches and negotiate with internal stakeholders in EIS, Business Unit IT groups, and GSK Business areas globally
Facilitate complex technology changes on multiple platforms with global customers
Maintain familiarity with global data privacy and legal requirements and their impact on the provision of the data protection services
Ability to process sensitive material with tact and professionalism
Excellent communication skills - ability to identify and communicate with technical, non-technical, and senior management audiences
Strong interpersonal skills; good follow-up skills
Highly organized and ability to adapt quickly to changing priorities
Perform other responsibilities and projects as assigned
Ability to summarize complex findings clearly and concisely
Ability to present to groups and to socialize new concepts
Define technical and business requirements for data protection solutions
Develop business processes and policies related to controlling access to data
Develop data protection strategies, architectures and implementation plans
Implement data protection solutions
Data Loss Prevention (DLP) management
Endpoint disk encryption (FDE) management
General IT Security knowledge

Request Service Analyst Resume Examples & Samples

Manage and take ownership of all change/problem/incidents
Investigate problems, according to impact, through to resolution or error identification. Update the change/problem/incident records with all progress that occurs, including any actions to correct problems
Assist with the handling of MI – Major Incident and identifying the root cause
Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
Identify any areas of difficulty or areas for improvement providing a quality service to the customer

User Service Analyst Resume Examples & Samples

Investigate and resolve computer software and hardware problems of users received via telephone or email by learning user’s procedures and identifying the source of error
Determine whether problem is caused by hardware, for example a modem, printer, cables, or telephone or if it’s caused by the software or system
Answer questions and educate end users by applying knowledge of Web based applications, computer software, hardware and procedures
Work with user to participate via telephone in diagnostic procedures
Talk to coworkers to research problem and find solution
Record all problems in the Help Desk System and escalates user problems to the appropriate level of management
Identify trends and works with supervisor to take appropriate actions
Talk to programmers to explain software errors, gain their expertise to correct defects related to software or hardware
In conjunction with programmers, calls vendors to request service regarding defective products
May test software and hardware to evaluate ease of use and whether product will aid user in performing work
Train users on software and hardware off-site at their location as needed
Install microcomputers, software and peripheral equipment, following procedures as needed
Assist in the development of training manuals and procedures
Attend internal and external education seminar’s to obtain current information about computers, software and applications
May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor
May refer to senior staff for assistance with higher level problems that may arise
Escalate issues to supervisor for resolution, as deemed necessary
1 – 2 years’ related experience
Must have excellent interpersonal and communication skills,
Able to teach and explain procedures clearly
Patient and flexible
Able to think quickly and multitask throughout various applications

Quality Service Analyst Resume Examples & Samples

Conduct analysis of data to identify needed areas of improvement
Develop improvement initiatives
Work with various internal groups to facilitate improvement initiatives including but not limited to service, network, and UM areas
Lead Quality Department initiatives including Behavioral Health Screening programs and programs such as Depression/Diabetes and Depression/Cardiovascular Disease
Lead improvement team meetings
Report results to Quality Improvement Committee
Report to accreditation entities on QI projects
Include information in annual end of year evaluation
Identify barriers to efficient utilization and facilitate resolution
Collaborates with other departments to resolve claims, quality of care, member or provider issues
Identifies problems or needed changes, recommends resolution, and participates in quality improvement efforts
Maintain and enhance relationships between the business and the provider community
Provides consistent and accurate documentation
Plans, organizes and prioritizes assignments to comply with performance standards, corporate goals, and established timelines
Consults with physician advisors to ensure clinically appropriate determinations
Work within a team to move the member through the continuum of medical management with the goals of facilitating quality health care through the most cost effective means
2 – 5 years’ related experience in a clinical setting
Previous experience in Medicare Advantage managed care and Medicaid programs is a plus
Experience with ESRD and/or dialysis is a plus
Knowledge of NCQA Accreditation, HEDIS, HOS, URAC and CMS regulatory requirements
Integrated knowledge, interpretation and understanding of healthcare accreditation and program review practices
Ability to manage databases and understand technical requirements
Knowledge and understanding of accreditation planning and assessment methodologies and tools
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
Skill in organizing resources and establishing procedures
Ability to train associates at all levels of the organization to implement and maintain processes required for compliance to accreditation and state/federal regulations
Capable of priority setting
Collaboration and negotiation skills
Proficient with Microsoft Office applications and computer user interfaces
Must be organized and detail oriented with a strong bias for follow-up and problem resolution
Ability to learn quickly and retain complex information

Service Analyst Resume Examples & Samples

Intermediate knowledge of application and systems concepts
Good troubleshooting and deductive reasoning skills
Computer literacy and the ability to grasp new or changing concepts
Excellent verbal and written communication skills as well as organizational habits
Ability to prioritize incidents and escalate when appropriate
Good interpersonal skills and the ability to work as part of a team
Ability to multitask and provide guidance to team members when appropriate
Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills

Service Analyst Resume Examples & Samples

Communicates and presents concepts clearly, precisely, and concisely: keep it simple!
Effectively uses data collection and reporting tools and can perform interpretation and statistical analysis on this data
Adhere to effective processes, policies and procedures
Demonstrates conflict and problem resolution skills (in person and via the phone)
Ability to manage multiple incidents across multiple technologies/customers
Customer Support ( Continuously monitors and measures level of support being provided to the customer)
Planning & Execution
Follow step-by-step processes and procedures
Appropriately performs problem escalation
Managing execution ( Monitors and tracks progress and performance using relevant tools)
Developing self & others
Able to work in a multicultural environment, across different countries and organizations
Through coaching and teaching, supports employees development and acquisition of skills and knowledge to become more effective in their current or growth position and career
Knowledge in telecom technical domains
Knowledge of ITT fundamentals
Knowledge about the topology of the customer’s network
Knowledge of one or specific multi-techno & multivendor providers
Knowledge in network operations, technical support, maintenance Generic Skills
Degree/Diploma related to telecommunications, electronics, computer science or equivalent relevant experience
Relevant experience in Maintenance, Network Operations and/or Technical Support activities
Rigorous spirit in the transactions, particularly in following technical instructions and “reporting”
Ability to work in teams, learn and support of people
Excellent written & oral communication in English as part of “hotline” technique; any other language is a plus or requirement based on special projects needs
Willingness to work long hours when necessary and provide on-call support as required
Customer focused, approachable personality, attention to details, professional and positive approach
Culturally adaptable and flexible
Ability to assimilate quickly and act decisively
Understanding on at least one of the following technologies: IP, Fixed Access, Multicore, Transmission, Radio Access Network, Radio Engineering, VAS, NEMS Process & Tools
Knowledge of processes (e.g.: incident restoration, network change management, network optimization process, incident and problem management)
Knowledge of tools: G.ITSM, REMEDY, NetCool, BMC, Nerve Center and other platform tools

IT Service Analyst Resume Examples & Samples

Maintains and executes the Bank’s Incident and request management data quality programs
Assists with implementation and monitoring of continual improvement service (CSI) processes
Assists with the design and implementation of approved CSI processes
Leads daily Service Management Meetings, monitors Incidents overdue or approaching the Service Level Agreement (SLA)
Follows up with various business line managers on status of incidents overdue or approaching SLA
Administrator - ServiceNow, request cloning of systems, assist with and complete new designs, upgrades and other administrative duties associated with ServiceNow, including identifying and recommending ServiceNow capabilities that can be extended to support IT effort of continual service improvement
Lead daily Service Management Meetings, monitor incident SLAs and other related duties associated with Service Management
Maintain and execute the Bank's incident and request management data quality program and maintaining the Continuous Imrpovement Program for IT Production Services
Maintain and execute the Bank’s ITIL aligned Problem Management program
Serve as IT liaison for prioritization and classification of work effort associated with Problems
Maintain and execute the Continuous Improvement program for IT Production Services
Maintain and execute the IT Customer Survey program
Maintain and execute the Business Process Management program for IT Production Services
Through trend analysis, directly responsible for increasing software stability and lowering technical support calls
Monitor and Streamline IT business process to ensure effective and efficient IT operations
Monitor each of the processes (Change, Incident, Problem, Request, etc) and facilitate service improvements as needed in coordination with the process owner
Ensure that major processes are fully inegrated and that their relationships remain integrated as other processes are added/changed
Ability to travel if required to perform the essential job functions Ability to lift/move/carry approximately 25 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement

Service Analyst Resume Examples & Samples

Analyze and initiate business process improvements across wide range of processes, business areas; sets direction and policy within span of control. Provide thought leadership and implement process improvements within and across teams
Resolve and consult on escalated and complex cases, situations, and inquiries
Develop and maintain processing and training documentation assuring compliance with regulatory requirements
Performs and lead non-supervisory level analyst work, often addressing consistency, accuracy, quality, continuous improvement, and/or standardization of processes. Proactively analyze data and provide Team Lead(s) and Operation Manager(s) with information to coach and mentor individual contributors
College degree or equivalent in work experience
Minimum 4 years relevant experience
Strong collaborative, positive spirit and relationship builder who thrives in a fast paced environment
Technical expertise and advanced understanding across many functional areas
Professional credentials preferred (e.g. LOMA)
Expert level knowledge of service processing and operations as well as pertinent laws and regulations
Must possess strong interpersonal skills, as well as excellent verbal and written communication skills
CI experience preferred

Senior Service Analyst Resume Examples & Samples

Responsible for co-ordinating the gathering, collating and reporting of up-to-date, accurate and relevant data for all services/networks provided
Receive requests from the Operational Intelligence Manager and be responsible for the correlation of various data sets into the required output
Carry out statistical and trend analysis of IT technical and service data
Identify anomalies and errors and take measure to resolve or escalate them
Interact with the Delivered Service teams to gain a good knowledge of their roles and capabilities
Handle client issues and requests for information (RFIs) within area of expertise
Responsible for the delivery of accurate and complete reports and visual presentations for use by managers
Responsible for the storage and accounting for completed reports, in line with the reporting service definition
Monitor report production and reports findings
Work with the Transition Team to ensure that new projects, demands and significant changes /Demand to ensure new and changed services have appropriate reporting mechanisms in place
Broad technical IT understanding and skills
Being able to interpret and analyse data
SC and DV Clearable
Experience with working with ITIL Framework
SC Cleared

Personal Lines Service Analyst Quality Resume Examples & Samples

The evaluation of customer interactions and transactions processed by Personal Lines Service Representatives, utilizing quality tools to monitor interactions and capture data, examining information in systems used, service inforce policies, and leveraging reference and training material to accurately assess execution
The QA has, and maintains, subject matter expertise in service and billing processes and strategies. He/she actively participates in team calibration, a process to assure quality consistency through a common understanding of expectations, and, to surface barriers to execution; and may assist in FLM calibration
Providing effective feedback that informs FLM coaching and assists in rep development
Analyzing data and observations to identify trends
Providing the business with insight, and solutions to improve processes and performance
This QA may partner with Services Management, Process Owners and Learning to effect continuous improvement
Must have experience with Personal Lines Operations service and billing systems and processes and have expertise in all lines of business
Strong NQ home/auto knowledge preferred
Underwriting and Billing knowledge is a plus
Coaching experience is desired
A track record of high performance based on deep subject matter expertise and a commitment to excellence is required
Must possess excellent communication skills - written and verbal
Strong analytical skills required along with strengths in critical thinking, judgment and decision making
Excellent customer and partnering skills required; includes ability to build and maintain effective relationships with internal colleagues, and, a passion for delivering excellence to policyholders
Strong process focus and creative problem solving a must to drive continuous improvement
Solid leadership skills imperative in this dynamic and remote working environment. Success is dependent on ability to embrace and lead change, to take initiative and work independently, but also to be highly engaged in team and partner success
College degree or equivalent experience, pursuing industry designation desirable
Technical acumen related to using various software programs and systems (Microsoft Excel, Word, PowerPoint)

Shared Service Analyst Resume Examples & Samples

Capable of managing large volumes of information
Excel proficiency (Pivot tables, Macros, etc…)
Desirable experience in Customer Service

Epic Service Analyst Resume Examples & Samples

Knowledge of computer/network principles acquired through completion of Associate’s Degree in relevant field or combination of education and experience
Previous Help Desk experience
Experience within healthcare
Strong communication, organizational and multi-tasking skills
Epic experience (certifications) strongly preferred

Service Analyst Resume Examples & Samples

Maintain recurring ASG service processes and reports
Continuous improvement effort to create new relevant reports, simplify and improve existing reports and processes as well as decommission those no longer utilized
Actively utilize and improve catalogue of service processes
Track recurring tasks on daily basis
Flexibility and team commitment to take on task outside of core Job scope in order to promote high service levels
Listen to customer’s needs and ensuring that they are addressed; If out of scope make best effort to guide them to the appropriate resource
Service escalation contact for ASG customers
Assist with coordinating and documenting critical incidents
Utilize report data to drive customer service and employee relationship improvements
Provide relevant analysis of service reports to identify and alert team on areas of service improvement
0-2 years working experience
Background in Root Cause Investigation and Trend Analysis
Preferably with Knowledge in ITIL
Proficient in MS Office- Word, Excel, PowerPoint, Visio, Outloo
Knowledge in SharePoint and Tableau is an advantage

MI Service Analyst Resume Examples & Samples

Day-to-Day Support for the Reporting Service
Monitor the timely delivery of all scheduled reports
Address any issues that arise with scheduled reporting by engaging with the IT support team, and providing status updates to users throughout the issue resolution process
User Support
Respond to user queries – investigate, resolve and / or escalate to IT support within the agreed SLAs
Modify reports according to approved user requests by developing an intermediate level knowledge of Business Objects and other reporting tools, learning from colleagues and training resources
Create new queries and reports to meet stakeholder requests for ad hoc data provision within agreed timescales and deadlines
Onboard new expert users within the business functions to the reporting systems (e.g. setup access rights, online training material, familiarise with support documentation available, etc.)
Support Lights-on maintenance
Manage Change Requests (capture requirements, update prioritisation queue, track work to completion, organise testing, admin)
Co-ordinate RTB and BTB IT teams managing incidents from identification to resolution, track progress and escalate issues to ensure successful change deployments, etc. within the agreed Standard Service Levels or as directed by management
Process Improvement within team
Maintain the documentation library, ensuring all process and procedure standards are being met
Schedule and carry out regular documentation reviews as per team governance

Claims Service Analyst Resume Examples & Samples

High school diploma or equivalent and 1 year of office experience preferably in health insurance claims or in a medical office setting or equivalent combination of education and experience
Basic knowledge of medical terminology and ICD-9/CPT coding preferred, but not required
Keyboarding skills of 30 wpm with 95% accuracy
Demonstrated 10-key skills 8,000 keystrokes per hour with 95% accuracy and proficiency with PCs
Basic math skills
Ability to work as part of a team as well as independently
Decision making ability

Location Service Analyst Resume Examples & Samples

Provide front-desk reception and outstanding customer service to employees and guests
Assist with integration of new joiners
Maintain records and ensure compliance for security, fire, health and safety
Coordinate and/or process large-scale duplicating projects including copying, collating, assembly and binding
Prepare daily, weekly, and monthly reports associated with the office or workgroup
Minimum of 3 years of customer service experience
Strong knowledge of MS Office and demonstration of ability to learn new platforms/technologies
SharePoint skills are desirable
Good communication skills (written and oral)

Ecomm & Intl Service Analyst Resume Examples & Samples

Providing proactive and differentiated servicing to our customers through a help desk, by telephone, emails and ticketing solutions from 8am – 6pm Monday – Friday
Roles may be segregated from a contact centre environment and progressing to e-mail or portfolio support as colleague skill base increases
Continually looking at ways to drive FPOC and increasing Customer knowledge for the products and Services we offer
Subject matter experts for our International, ePDQ and SmartPay products
Technical integration support for ePDQ, SmartPay and Web developer partnership
Understanding our top causes for contact with clear line of improved servicing to drive down causes for contact
Measuring our servicing through TNPS and Quality Assurance to ensure that we provide first class servicing
Supplying product partners and third party suppliers with feedback and suggestions for improvement to the tools/products they provide our customers
Full participation at third party service review sessions to gain the best experience for our customers and colleagues
Supporting our sales and implementation colleagues through complex and large strategic on boarding/ contract renewal programme
Act as a customer support centre of excellence for all of the various channels of customer contact
To support new implementation of large corporate customers
Investigate and act upon non-compliance and potential financial risk
To deliver high standard of customer service through our model of education and support
Build relationships with new customers
To implement Card Scheme rule changes & ensure Merchant compliance by interpretation & education
To ensure all customer interactions support our brand promises delivering to a best in class standard of customer service
Providing customers with necessary go live support and education through a pro-active approach
Achieve personal and team SLAs
Drive down and eradicate complaints
Portfolio Case management
Procedural updates
Third party supplier support
Business resumption planning
Dispute handling
High level of communication skills both verbal and written, will be required to attend face to face meetings and participate in conference calls
Good organisational skills and ability to plan/prioritise workload effectively
Customer focused and able to deliver exceptional customer services
Team Player but also able to work on own using initiative if required
Language capability, Italian or French is desirable

ATM Service Analyst Resume Examples & Samples

Responsibility for the coordination of ATM and cash incidents
Implement solutions within agreed time-scales and quality standards
Work collaboratively with colleagues across the business and supply chain during the resolution of incidents, minimising any impact to critical business and customer facing services
Take ownership and accountability for all incidents and provide regular updates to the Team Manager in the event of any degradation to service
Identify & recommend opportunities for increasing service levels and cost prevention
Demonstrate awareness of and comply with processes and procedures
Deliver excellent customer service at all times

Consumer Service Analyst Resume Examples & Samples

Using Microsoft Word
Working in a Driver License or Motor Vehicle program area
Operating general office equipment to include multi-line telephone, copier and fax
Analyzing and researching data for accuracy and compliance
Working in a call center
Compiling and preparing reports
Reviewing driver records
Skill in using a personal computer to include Microsoft Office products
Skill in using Medical Expert, DL Maintenance and Motorist Maintenance
Knowledge of principles and processes for providing customer service
Ability to listen and ask questions when appropriate
Ability to utilize problem solving techniques
Skill in answering multi-line phone system
Knowledge of Driver License and Motor Vehicles laws, policies and procedures

Service Analyst Resume Examples & Samples

Handle high volume of external inbound customer and sales agent inquiries
Transact routine financial and non financial activity on client accounts with both expediency and accuracy
Ability to handle most customer interactions independently
Ability to explain basic information in functional area
Assist team members daily to complete work in order to meet departmental and regulatory standards
Effective decision making based on comprehensive case analysis
Demonstrate valuable interpersonal skills
Associates, or Bachelor’s degree preferred, or equivalent years of related experience
Accountable, ethical, good decision making ability
Good computer skills and ability to multitask
Interest in Sales a plus
Series 6 license required (employment contingent upon passing within 6 months of hire)

Managed Print Service Analyst Resume Examples & Samples

Minimum of 5 years of current IT experience is required – current desktop or call center experience would count towards the required experience
Solid MS Excel experience, focusing on the data analysis necessary
Excellent communication skills are mandatory
Changepoint experience is a huge plus!
Minimum of completed Associate degree is mandatory
Service now experience is a plus
ITIL Foundation is a bonus

Service Analyst Intern Resume Examples & Samples

Works on projects often requiring independent decision-making. These projects are normally scoped to last between 2 and 6 months in duration, but can last for as long as 2 years
Develops PowerPoint presentations and other graphic presentations to communicate progress, share best practices, or to provide updates
May be asked to analyze data with excel or various other analysis tools
May be asked to take on certain aspects of a full time job within the function the intern is studying. For example, may be asked to write software code if in an engineering internship or might be asked to perform compensation analysis if in a HR internship
May be asked to participate in early talent events, seminars or trainings
Performing assignments where trust and accuracy are required
This individual works on projects related to a particular function depending on their prior coursework and degree program
May be asked to take on certain aspects of a full time job within the function the intern is studying. For example, may be asked to write software code if in an engineering internship or might be asked to perform compensation analysis if in a HR internship. May be asked to participate in early talent events, seminars or trainings
At least 24 credit hours of coursework toward a bachelors/technical (or equivalent) degree in the function you are interning or a recent graduate from a Bachelors/technical program in the function you are interning
In countries where applicable, a GPA of at least 3.0
Previous experience using independent thought processes to plan ahead, process information, maintain workflow and anticipate future needs of the team
Strong organizational skills with high attention to detail
Self-Starter, proactive, able to work independently with minimal direction
Ability to quickly identify and prioritize issues, create solutions and meet deadlines
Team player with strong interpersonal skills, capable of working within a globally diverse team across different time zones

Service Analyst Resume Examples & Samples

Holds detailed Solution design knowledge of how application design meets business requirements
Responsible for Solution Integrity and, where required, Application Ownership
Supports the SDM to ensure silent running of the application and associated service(s)
Supports the SDM for end-to-end service delivery ensuring all solutions and components are operating effectively to SLA
Where appropriate, execute the gatekeeper role which manages availability and warranty of the Application/Service, and associated vertical stack through to the Infrastructure following agreed Support processes
Work with colleagues and suppliers to resolve major Incidents and Problems as required
Responsible for capturing and managing risks associated with the Applications – remediation planning where required
Manage supplier performance and improvements on specific applications and services
Provide solution design quality assurance for enhancements
Where required, perform project/enhancement delivery roles based on area of expertise
Experience of working with Information Technology with strong general IT literacy
Excellent verbal and written communications skills with the ability to communicate confidently with to senior managers
Proven capacity to learn in an complex environment
Self-starter with ability to work with complexity and ambiguity with
Project experience with strong delivery focus
Experience of managing supplier relationships
5+ years of progressive experience in IT support and operations management
Prior Leadership experience and strong project management skills
Experience of working within an ITIL framework
Able to multi task and work without supervision
Minimum of 2-3 years of Business-to-Business (B2B) or Business-to-Customer (B2C) Business Service Centre or customer service operations
An appreciation of what is required for developing business requirements into operational delivery
System support and operations experience
Software testing experience
Robust post-qualification experience in a wide range of process, application and technology roles (Analytical, Project / Applications Management)
IT Service Management experience, with significant operational management
Experience managing high-profile business-critical applications in a multi-supplier environment
Experience working with complex onshore and offshore supplier relationships

Service Analyst Resume Examples & Samples

The role will provide analytical support for the Rich Media Services strategy portfolio
The role will assist in the creation and maintenance of a robust ITIL aligned service strategy
Assist with the development and implementation of Service Strategy functions for the Rich Media Services portfolio
Analyse business and technical processes to formulate and develop new and modified services
Determine operational objectives by studying business needs and develop service strategies to meet objectives
Support the formulation of a Service Strategy including scope and objectives relative to business needs and requirements
Recommend strategic guidance for the evolution of services using common services with a focus on the development and integration of strategic artefacts and standards
Provide recommendations for the adoption of IT services and provide service offerings that consider life-cycle cost and schedule impacts, maturity, and availability
Utilise best practices and business relationship approaches to ensure customer satisfaction
Assist in the development and coordination of a Service Portfolio to be provided to the user community including service description, value proposition, business case, priorities, risks, offerings and packages, and costs
Evaluate services and provide technical reviews considering long-term business goals and IT strategy
Forecast, plan for and manage the demand for services to regulate and optimise utilisation of resources
Develop and coordinate reports demonstrating the value of new and existing services or service improvements
ITIL Lifecycle Certificate in Service Strategy

Assoc Cust Service Analyst Resume Examples & Samples

Candidate must have a minimum of 1+ year of experience in Customer Service with detailed knowledge of International Cash Management Products and Account Documentation
Fully Bilingual English/Spanish, Portuguese is a plus
Experience in people management required
Leadership on development actions plan in the Unit
Leadership on projects
Excellent communication and people skills
A good understanding of customer service
Strong motivational skills
The ability to multitask
The ability to meet targets and deadlines

Quality Service Analyst Resume Examples & Samples

High school chemistry and algebra are required
Ability to understand, record and communicate detailed information is required
Excellent attendance required as well as the ability to work independently and safely
Must be able to work flexible hours and overtime when needed
Previous lab experience, college chemistry and math courses are desirable as well as knowledge and experience with analytical laboratory techniques and Microsoft Word and Excel
2nd shift position

Service Analyst Resume Examples & Samples

Identify research, design and implement specific cost effective solutions (e-learning, classroom, technology, workbooks, platforms etc.) to meet the evolving needs of the clients in a timely manner
Working closely with the Project Management Team to maintain project plans for the successful delivery of projects within time and cost constraints
Manage the client relationships and delivery of learning solutions in accordance with the Learning Production Strategy
Facilitate sessions to support the Learning Solution framework and clients to a variety of locations nationally, in accordance with the Training Schedule, for all blended, e-learning, face-to-face and technology led learning solutions
Driving continuous improvement and sharing of good practice
Constant innovation of solutions
Influence internal and external stakeholders with Subject Matter Expertise
Promote blended and self-learning options to SSCL clients
Minimum of 2 years experience of training, design, delivery and evaluation
Excellent written and oral communication & presentation skills
Knowledge of Learning service management processes and practices
Knowledge of Problem Management and Change Management Processes
Experience in Learning Analytics
Experience of Aligning Learning Needs to the Organisational Need
Experience and knowledge of MS office packages (at intermediate / advanced level), SMS or equivalent
The Learning analyst will have excellent working knowledge of the latest Learning industry developments
Knowledge of learning theories, implementation and evaluation methods
Identify and progress areas for personal development
Confident at facilitation; engagement is key
Strong Stakeholder management skills
Experienced in maintaining existing eLearning courses within Learning Management Systems (LMS)
Experienced in reviewing and testing new Learning content
Used Articulate Storyline to create content for e-learning material
Possess knowledge of developing mobile platforms for the innovative e-learning content

Service Analyst, Response & Recovery Resume Examples & Samples

You'll be joining a small and fast-paced team, responsible for supporting the effective response to all security events, threats and incidents
Along with a positive and nurturing environment, you'll benefit for valuable learning opportunities, and the chance to build your security knowledge
The work you do will play a vital role in the protection of the bank and our customers

100

Service Analyst Resume Examples & Samples

Providing solutions for incidents raised by Functional experts, ensure the service level agreements are met
Monitor the global applications’ performance; make sure the system’s stabilization and operational reliability meet agreed level
Develop global/local application solutions for business
Develop / improve standard operational procedures

101

Global Service Analyst Resume Examples & Samples

Own a Recurring User Research Cycle – Work with Business Intelligence, Consumer Insights, and User Research teams around the world to establish a recurring cycle of qualitative and quantitative research designed to form and test hypotheses regarding key product initiatives
Craft Actionable User Insights – Collect, collate, and analyze data to craft and communicate actionable insights for product managers, designers, and engineers to reference as they work to prioritize resources while improving the quality of user experiences
Identify, Set, and Track Key Product Metrics – Work with product managers to identify or refine, set, and track progress towards achieving goals for key service metrics
Discover Something New – Stretch your analytical legs on an ad-hoc basis to uncover new product insights that can have a positive impact on products and the business
Independent problem solver who can thrive in a business that is continuously evolving and presenting ambiguous challenges and opportunities
Excellent interpersonal skills and the ability to maintain effective working relationships within cross-functional teams in a large, highly matrixed global organization
Knowledge of Agile software development frameworks
Broad understanding of entertainment products, services, platforms, and ecosystems
In-depth understanding of quantitative and qualitative research methodologies
2+ years of experience using Adobe Analytics, SPSS Modeler, R, and building SQL queries (especially utilizing PostgreSQL syntax) involving large datasets
3+ years of experience within a global service membership, social network, or online game business
Bachelor’s degree required. Master’s degree in research-focused field with applicable research methodologies coursework completed preferred

102

Service Analyst Resume Examples & Samples

Helping to schedule and implement complex change
Identifying efficiencies within the storage estate to reduce the cost of storage to the business
Seeking ways to improve efficiencies within the storage estate
Identifying opportunities to optimise existing processes and procedures
Providing input and support for infrastructure and application development projects that require storage

103

Location Service Analyst Resume Examples & Samples

Minimum 5 years’ customer service experience
Knowledge of MS Outlook
Intermediate to advanced knowledge of MS Office (word/excel/PowerPoint)
Highly responsive, flexible and adaptable

104

IT Project Service Analyst Resume Examples & Samples

Creating, managing and disbursing reports related to the project
Maintaining project assets, communications and related database(s)
Evaluating and monitoring the overall project
Reviewing and reporting the project’s budget and finances
Routinely performing complete or component analysis
Bachelors degree or 4 additional years experience in lieu of degree
1+ year reloated experience
Proven aptitude to influence leadership, peers and business partners to implement improvements Experience providing project support in multiple areas and levels of IT
Broad knowledge of Best practices in the IT industry
Proven track record of managing projects to completion
Proficiency in Microsoft Suite with focus on Project and Visio
ITIL Foundations Certified
High Technical aptitude (Software, Hardware, Virtual Environments)
Proven track record of coaching people and improving processes to the demonstrate tangible improvements and implementing organizational change (converting complex technical verbiage/issues into an understandable solution and training a large body of staff to become efficient in proving solutions)
Aptitude to influence leadership, peers and business partners to implement improvements
Experience with Sandia Change Management process
Proficiency in Project and Visio
Strong understanding of the Sandia members of the workforce needs and desires
Knowledge of CCHD, CSU, SRN, SCN, SIMP, MapIt, OLA, ITSM
HDI Technical Support Professional
Bomgar System Administrator Essentials
Value Stream Mapping and LEAN Business

105

Solutions Service Analyst Code Resume Examples & Samples

Processing and reviewing spare parts provisioning
Receiving, unpacking, delivering of server related goods
Monitor and maintain inventory stock levels for service spare parts
Processing invoices and purchase requests for service spare parts and depots
Checking in and out spare parts
Monitor and help manage reverse logistics
Document and improve processes for inventory control
Routine administrative work including data entry, labeling, and inventory counting
Work with various internal teams including accounting, shipping, and RMA to track and monitor the stock at all the service inventory locations and reconcile any discrepancies
Work with 3PL partners to resolve logistics issues and discrepancies
B.S. or B.A
Minimum of 2 years of services/financial planning and analysis experience from high growth firm in the high-tech manufacturing industry
Must be self-motivated, flexible, deadline-oriented and able to complete tasks with minimal supervision
Must be able to identify and resolve services and related issues timely
Excellent organization skills with multi-tasking abilities
Demonstrated ability to interface and work with a wide variety of individuals at all levels
Strong planning, analytical and problem solving skills
Knowledge and experiences in customer support
Extensive knowledge of MS Office skills, specifically MS Excel, Work, Visio, and PowerPoint; knowledge of Oracle and SAP
About Super Micro Computer, Inc. Supermicro® (NASDAQ: SMCI) is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us

106

Service Analyst Resume Examples & Samples

Managing IT incidents and requests submitted through the incident management system as per the service level objectives
Participate in procurement, installation, configuration and support of end-point devices like laptops, desktops, workstations and mobile devices through staging or manual deployment of standard software (Windows, MS Office, Lotus Notes, SAP Client, VPN Software, antivirus, engineering and other client-side software)
Participate in supporting local PBX and phone systems
Support Enterprise IT teams in additional troubleshooting
Maintaining server, network (WAN & LAN), monitoring UPS and switches, backup environment and management of external vendors
Reporting issues through service desk tools and follow-up through enterprise team and or vendors for critical and high issues tracking and escalating till closure
Perform on-site Computer Room, racks, cabling and Data rooms maintenance tasks
Manage and maintain asset register through tools and conduct random physical audits
Maintain and loading backup tapes as per backup policy and direction from Global Data Preservation team and support restoration of data as per requests
Reporting issues with services providers and escalating as per vendor service level agreements
Follow change management processes and critical communication process during outages and changes
Actively participate in site and regional meetings to understand business requirements, team progress and work on action plans as per committed timelines
Provide support in collecting IT infrastructure costs for budget preparation
Participate in BOS Reporting and continuous improvement
Participate in root cause analysis processes (8D) avoid repeated issues
Provide basic training to new IT users on IT Process, IT Systems usage
Support Entitlement processes for end user access requests
Execute and server patching plan for site(s) equipment
Participate in and support audit activities based on Internal Audit requirements
Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows 7, MS Office, IBM Lotus Notes, Symantec Antivirus, PcAnywhere, SAP Client and other Client side software installation, Polycom Audio/Video Conference, HP Hardware (Desktop, Laptop, Printers), handheld scanners, barcode printers and plotters
Excellent service desk process knowledge and good understanding of service level objectives
Ability to learn quickly and willingness to adapt changes
Customer focused, active listening, and empathy
Good written and verbal communication skills along with the ability to interface and influence at multiple organizational levels
Excellent relationship-building and networking skills and ability to translate technical concepts into non-technical terms
Organized and able to function successfully in a team environment
Excellent technical, organizational, troubleshooting, problem-solving skills
Previous IT experience in a manufacturing environment
Network cable runs and punch down experience
PBX experience. Management of handset deployment, voice mail boxes, and general maintenance of the PBX system
Facility audio visual equipment operation

107

Service Analyst Resume Examples & Samples

Monitor Network health and performance via IBM Netcool and a range of supplementary tools including SevOne, Splunk and in-house scripting
Trigger fault response by assessing and qualifying service impact, performing basic first line diagnostics and raising fault tickets to track investigations
Act as central communication point for the 24/7 shift within Network Operations
Basic understanding of network fundamentals EG TCP/IP
Experience of CLI and terminal session
Reactive fault team experience within a technology environment
Strong communications

108

Service Analyst, Int Resume Examples & Samples

Provide analytics / reporting of business market trends, territory/product trends, individual behaviors and ad hoc reporting
Support data integrations of key systems to optimize output of reporting for Merrill Service
Collaborate with multiple departments to support, analyze and improve overall data reporting functionality
Provide process recommendations to senior leadership based on analytics and reporting
Create meaningful and consumable report formats customized for one or more audiences
Build rapport and relationships with internal and external customers through prompt, courteous, efficient, and professional service
Act as liaison for tool capability to ensure quality data imports, reporting capabilities and usage. Partner with internal teams to ensure application functionality meets business reporting needs
Participate in initiates as needed
3+ years data analyst and/or service experience

109

IT Service Analyst Resume Examples & Samples

1) To ensure maximum possible service availability and performance
2) To provision customer Infrastructure services on core equipment
3) To provide support services for Engineering and other technical teams
4) Design and implement technical or process changes for service operations improvement
Provide hands on support and mentoring of support analyst's team for all aspects of network, hardware, software, office equipment and telephone support
Develop and maintain formal procedures for consistency and increased productivity
Mentor colleagues in best practice for issue investigation and resolution
Represent the Service Analysts team in cross functional meetings/reviews
Participate in project or initiatives
Design and adhere to policies and procedures regarding how incidents are identified, received, documented, distributed
Establish incident and quality of service KPI's and ensure the team consistently delivers against them
Ability to understand complex systems and processes and communicate in simple terms
Ability to take ownership in difficult situations and relentlessly pursue resolution
Actively contribute to the ongoing continuous improvement of the IT Service Desk Model
Implement and manage customer satisfaction surveys
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed basis
Work with escalation teams within IT to create and enforce OLAs
Manage the Service Analyst team members, including performance evaluations, promotions, hiring and disciplinary responsibilities
Train, coach and mentor team members, including career development
Create training material for all roles and responsibilities
Ensure that information is readily available via knowledge base for efficient incident resolution
Develop and nurture a team culture of customer advocacy
Identify opportunities for automation to provide alternate channels of service for low effort and/or self-service resolution
Manage the process and deliverables associated with enterprise ITSM tool ServiceNow
Bachelor's degree preferred -- 3-5 years of experience
3+ years working with Executive level personnel
3+ years working with Windows Technology
3+ years using Configuration Management Tools (SCCM, Service Now)
3+ years resolving issues for remote users/customers
3+ years installing/configuring/troubleshooting PC hardware and operating systems
ITIL v3 certificate a plus
CompTIA A+, HDI Support Center Analyst (HDI-SCA) a plus
SCCM administration (System Center Configuration Management) experience is a plus
MCSA (Microsoft Certified Solutions Associate) -- Server 2012, Win 8/10 a plus

110

Service Analyst Resume Examples & Samples

Efficient and effective communication to all customers and end users
All work requests to be tracked appropriately using the IT Service Management toolset
Provide a single point of contract for all esure end users in relation to IT Incidents and Service Requests
Provide a customer focused interface between esure operational staff and esure IT (including the esure IT partner Capgemini) to enable an efficient 1st point of contact for Incidents and Service Requests
Gather sufficient and accurate information by carrying out appropriate detailed enquiries about incidents and Service Requests and liaise with team members, Services Manager and Service Owners where necessary
Experience in skills listed below
Incident Management Systems
Enterprise Service Desk
Active Directory Administration
Exchange Administration
Email
Web/Internet technologies
File and Folder Access Management
Antivirus
Backups
Remote Access Technologies
Basic Telephony

111

Service Analyst Resume Examples & Samples

Responsible for delivering help desk for finance transactional services to over 8 countries, responding to user queries via phone, email and other communication channels
To ensure that customers are provided with regular updates on their queries and follow up that the customer is fully satisfied
Support team projects as required

112

Senior Consumer Service Analyst Resume Examples & Samples

Open Competitive**
Knowledge of Driver License and Motor Vehicle laws, policies and procedures
Skill in using personal computer and Internet applications, including Microsoft Office products
Skill in using Driver and Vehicle Information Database (DAVID), CSC Expert, Driver License (DL) Maintenance, Florida Driver License Information System (FDLIS), Florida Real-time Vehicle Information System (FRVIS) and Commercial Driver License Information System (CDLIS)
Ability to research, identify and convey essential information
Ability to establish and maintain effective working relationships with others

113

Processing Service Analyst Resume Examples & Samples

Learn proprietary software applications (DocuMatrix and eDataMatrix), 3rd party eDiscovery applications (Clearwell, Relativity), electronic discovery and data recovery processes
Stage and process client data in many different file formats
Perform quality control for data extraction, text, native files and images
Work closely with team members to troubleshoot data issues, research software and/or techniques to solve problems, and carry out complex data filtering tasks
Provide feedback to management about potential software improvements and assist with user acceptance testing prior to new software releases
Use technical expertise and thorough understanding of electronic discovery tools and technology to deliver expert level processing and data extraction to clients
Communicate and collaborate with other company departments
Must possess a strong desire to learn new skills
Must display excellent verbal and written communication
Needs to consistently demonstrate strong problem solving and troubleshooting skills
Must have a strong knowledge of database design and structure
Must have the ability to demonstrate superior organizational skills and attention to detail while working effectively under pressure and meeting strict deadlines
Strong leadership and organizational skills and an extreme attention to detail
Bachelor’s degree in Computer Science, Business Management or closely related field of study or equivalent combination of education and experience
Knowledge of the legal, software-as-a-service and/or professional services industries is a plus
Curiosity and a constant interest in learning
Excellent judgment, discretion, and diplomacy
High standard of emotional maturity and personal presentation

114

Provider Provisioning Service Analyst Resume Examples & Samples

Utilizes predefined Design Templates and Processes to Configure simple functions such as Professional Providers or Simple Benefits
Performs analysis of non-complex Contracts/Benefits
Creates and maintains Configuration artifacts for non-complex Contracts/Benefits
Consults with Regional or National Contract Manager, and other team members as needed
Performs Provider Demographic (NPI, taxonomy, NPI Type, address) as needed
Ensures the provider, authorization and benefits configuration meets established business rules and procedures
Modifies the provider contract, authorization rules and benefit plan configuration as required
Loads new contracts/ authorization/ benefit configuration in KPCC Platform
Uses workflow to monitor contract updates and contract(s) matrix/grid
Performs problem resolution of configuration issues
Consults with relevant Contract Manager or business analyst to determine appropriate interpretation and configuration of contract terms
Maintains detailed knowledge and understanding of KPCC Platform rules relative to claims payment
Analyzes provider contracts to determine the best approach for loading data elements into the claim processing system
Analyzes benefit explanation of coverage to determine best approach for loading benefits plan offered including co-pays, out-of-pocket maximums and state/regulatory benefits
Analyzes medical management requirement to determine best approach for loading authorization rules into the claims processing system
Develops, documents and executes test plans for configuration testing and validate accuracy of data loaded
Performs problem resolution of configuration issues and documents results for the repository
Coordinates research and resolution of debarred and sanctioned providers and ensures communication of required system updates to Provider Contracting and Claims Operations
Conducts research and resolution of claim match rules and authorization rules and communicates required system updates to Medical Management
Travels for team meetings up 10% of the time
Minimum one (1) year of experience in health insurance or managed care environment or equivalent education/experience such as in claims adjudication with knowledge of at least one of the following: membership, benefits, provider contracts & pricing, medical reviews, referral authorizations and code review and fee schedules
Certification** in more than one (1) Tapestry module preferred. **requires a minimum of 80% exam score with a 100% score on the associated projects
Knowledgeable of state and federal regulations
Beginner's proficiency in Access and Query tools
Knowledge of Epic Tapestry Modules

115

Consumer Service Analyst Resume Examples & Samples

Open Competitive**
Skill in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws
Skill in using Microsoft Office Suite to include Word and Outlook
Skill in the use of general office equipment to include computer, multi-line phone, fax and copier
Ability to coach and motivate others
Skill in the use of Florida Driver Licenses Issuance System (FDLIS), Florida Real-Time Vehicle Information System (FRVIS), Driver and Vehicle Information Database (DAVID), and CSC-Expert Systems
Skill in providing customer service to internal and external customers
Ability to maintain high standards of professionalism, diplomacy, and patience while handling difficult situations
Ability to communicate effectively and efficiently, both orally and in writing
Skill in researching, analyzing, and resolving customer inquiries
Skill in intranet research

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