Senior IS Analyst-Service Management Operations (Incident and Problem Management)

• At Franklin Templeton, everything we do is focused on one thing – delivering better client outcomes. We do that by partnering closely with our clients, assessing their strategic needs, and identifying the solution or solutions that can meet the challenge. Over 9,500 employees working in 34 countries around the world are dedicated to servicing investment solutions for our clients in more than 160 countries. For more than 70 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.

  
  

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

  
  

• The Sr. 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 to facilitate recovery and determine root cause.

  
  

• This position will initially function primary as a process owner for Major Incident Management; however, direct involvement and support of Problem Management is expected in the future.

  
  

• 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.

  
  

• Any combination of a related Associate's or Bachelor’s degree, certification or 8+ years of related experience, plus 5-8 years of relevant experience.

  
  

• Technology professional with 2-3 years of direct experience within the Service Management Operations discipline

  
  

• Results oriented with 2-3 years of 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

  
  

Job Level - Individual Contributor
Shift Work Timings - Flexible to work in rotational shifts including night shifts