IT Service Analyst

Janus Holding Us • Denver, CO

414d • $70,000 - $80,000 • Hybrid

About The Position

The IT Service Analyst at Janus Henderson plays a crucial role in ensuring that IT services align with the needs of both internal and external customers. This position combines technical expertise, customer service skills, and process management to enhance service delivery and support. The analyst acts as a liaison between the IT department and users, focusing on service performance, incident management, and continuous improvement.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Understanding of network infrastructure, databases, and software applications.
• Ability to analyze service performance data and identify trends or issues.
• Strong problem-solving skills to diagnose and resolve IT issues effectively.
• Excellent customer service skills, with the ability to communicate effectively with both technical and non-technical users.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Nice To Haves

• Process management frameworks such as Lean, Lean Six Sigma
• Agile operating experience such as SAFe
• Financial Services experience/knowledge
• Familiar with Digital Products
• Understanding of Product Management framework

Responsibilities

• Monitor and manage IT service performance against service level agreements (SLAs) and operational level agreements (OLAs).
• Serve as the first point of contact for IT-related issues, recording, tracking, and resolving incidents and problems efficiently.
• Participate in the planning and implementation of IT changes and releases, ensuring minimal impact on services.
• Provide high-quality support to users, ensuring their IT needs are met in a timely and professional manner.
• Maintain accurate records of incidents, changes, and user requests, generating reports on IT service performance and areas for improvement.
• Identify opportunities for service improvement and contribute to the development of best practices within the IT department.
• Offer training and guidance to users on how to utilize IT services and resources effectively.
• Act as a liaison between IT and other departments, ensuring clear communication and understanding of IT service offerings and policies.

Benefits

• Hybrid working and reasonable accommodations
• Generous Holiday policies
• Paid volunteer time to step away from your desk and into the community
• Support to grow through professional development courses, tuition/qualification reimbursement and more
• All-inclusive approach to Diversity, Equity and Inclusion
• Maternal/paternal leave benefits and family services
• Complimentary subscription to Headspace - the mindfulness app
• Corporate membership to ClassPass and other health and well-being benefits
• Unique employee events and programs including a 14er challenge
• Complimentary beverages, snacks and all employee Happy Hours

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree