Franklin Resources jobs - IS Analyst-Service Mgmt Ops

IS Analyst-Service Mgmt Ops-833257
At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.

What is the IS Analyst – Service Management Operations responsible for?

The IS Analyst in Service Management Operations will be responsible for supporting the Major Incident and Problem Management process residing in the ServiceNow ITSM suite

The IS Analyst is responsible for the Orchestration, Administration and Compliance of our comprehensive Incident and Problem enterprise process. Responsibilities include, providing standards, methods, and procedures for the effective management of all Major Incident and Problem Management activities. Executing Major Incident and Problem Management processes in order to facilitate recovery and determine root cause

This position functions as a primary process owner for Major Incident Management; however, direct involvement and support of Problem Management is required What are the ongoing responsibilities of IS Analyst – Service Management Operations?

Oversee and Administer the Incident and Problem Management process, which includes coordinating/facilitating meetings, engaging resources to perform restoration and root cause analysis, documenting/tracking actions and outcomes, communicating key information to stakeholders and executives

Generates communications to stakeholders and executive leaders for all active Major Incidents within the FT enterprise

Assist Application Development and Infrastructure support partners in defining and analyzing business process issues, as it relates in improving Incident and Problem Management processes

Govern enterprise compliance with Incident and Problem Management process and procedures

Responsible for documentation currency, audit review and audit compliance / reporting

Serves as the primary liaison between the application development team(s); infrastructure support; data center operations; service desk; and business partners for the Incident and Problem management disciplines

Providing continuous process development and improvement for Incident and Problem Management process within ServiceNow

Makes recommendations to improve team workflow by creating efficiencies, while maintaining the quality of service provided to customers
What ideal qualifications, skills and experience would help someone be successful in this role?

Any combination of a related Associate's or Bachelor’s degree, certification or 5 years of technology experience, plus 2-3 years of related experience

Technology professional with 2-3 years of direct experience within the Service Management Operations discipline, with a focus on Incident Management

Results oriented with leadership experience

Strong organizational and time management skills

Capable of prioritizing multiple tasks, working effectively with little or no direction

Build collaborative relationships with management, partners and peers from diverse backgrounds

Effective verbal, written and inter-personable communication skills

Advanced active-listening skills

Formal meeting organization and facilitation skills.

Demonstrate subject matter expertise in Service Management Operations, with a focus on incident and problem management

Advanced level knowledge in applying the systems management lifecycle

Advanced analytical skills and ability to perform system analysis, review system data, and make risk-based decision to resolve issues

Ability to methodically breakdown a process or issue by asking critical, thoughtful questions

Ability to take command and control of cross functional teams and direct personnel from multiple workgroups towards common goals and objectives

Strong English language skill, including the ability to effectively communicate, collaborate, and build relationships with peers, co-workers, and management personnel from different countries and diverse backgrounds

Willingness to adjust shift schedule to accommodate higher than normal workload, holidays, and on-call shift rotations

Experience with project management methodologies, including Disciplined Agile Delivery or DevOps

Financial Services industry experience, preferably Mutual Funds

Experience in the areas of Cloud Computing; Distributed Computing; Information Security; Business Continuity; Disaster Recovery

ITIL or IT Service Management certified What makes Franklin Templeton Investments unique? In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards—the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results. Highlights of our benefits include:

Professional development growth opportunities through in-house classes and over 150 Web-based training courses

An educational assistance program to financially help employees seeking continuing education

Medical, Life, and Personal Accident Insurance benefit for employees. Medical insurance also covers employee’s dependents (spouses, children and dependent parents)

Life Insurance for protection of employees families

Personal accident insurance for protection of employees and their families

Personal loan assistance

Employee Stock Investment Plan (ESIP)

Onsite fitness center, recreation center, and cafeteria

Cricket grounds and gymnasium

Library

Health Center with doctor availability

Tuition Assistance Program 

H D F C ATM on the campus Franklin Templeton Investments is an Equal Opportunity Employer.