Service Delivery Management, Analyst & Reporting
Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups, striving to make a difference for every client, organization, and community they serve. The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities, ensuring operational excellence through IT Service Management practices, and delivering actionable insights via data analytics and reporting.
Responsibilities
- Align operational activities with organizational objectives and contribute to continuous improvement initiatives
- Support governance and compliance efforts for IT Service Management (ITSM) processes
- Provide actionable insights through Power BI dashboards and reports to enable data-driven decision-making
- Assist in defining and monitoring KPIs to measure operational performance and identify improvement opportunities
- Ensure all tasks are executed in accordance with established procedures and compliance standards
- Document and escalate incidents per departmental guidelines, ensuring timely resolution and accurate reporting
- Prepare and deliver operational metrics and reporting using Power BI, Excel, and other tools
- Support project execution by applying project management best practices and coordinating with cross-functional teams
- Contribute to process documentation and maintain accurate operational records for audit and compliance purposes
Skills
- 1 - 2 years of IT operations and production support experience
- Proficiency in Power BI for creating dashboards, visualizations, and management reporting
- Experience in enterprise IT operations, monitoring practices, and technologies for successful IT service delivery
- Expose in applying Service Operations concepts (Incident, Change, and Problem Management) to industry-standard frameworks and best practices
- Experience in preparing and managing KPI reports and metrics for multi-functional teams
- Skilled in processing documentation, data analysis, and analytics
- Ability to support project efforts and apply project management best practices
- Experience collaborating with application management teams, senior executives, and line managers in matrixed environments with the ability to influence and drive change
- Understanding concepts of ITSM principles and implementing best practices
- Experience ensuring consistent processes for analyzing and processing notifications, warnings, and alerts for event management
- Knowledge of production batch scheduling, transmission services, and application support (is a plus)
- Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace
- General knowledge of IT infrastructure, architecture and capability planning
- Strong written and verbal communication skills
- Proficient in Microsoft Excel, Word, and PowerPoint
- Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience
Benefits
- Comprehensive health and wellness benefits
- Retirement plans
- Educational assistance and training programs
- Income replacement for qualified employees with disabilities
- Paid maternity and parental bonding leave
- Paid vacation
- Sick days
- Holidays
Company Overview