Service Delivery Management, Analyst & Reporting

MUFG•Tempe, AZ

36d•Hybrid

About The Position

The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities, business engagement, and program initiatives. This role is responsible for ensuring operational excellence through IT Service Management (ITSM) practices, application and batch operations support, and delivering actionable insights via data analytics and reporting. The analyst will work closely with management to implement process improvements, monitor KPIs, and support strategic projects aligned with organizational goals.

Requirements

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.
General knowledge of IT infrastructure, architecture and capability planning.
Strong written and verbal communication skills.
Proficient in Microsoft Excel, Word, and PowerPoint.

Nice To Haves

Knowledge of production batch scheduling, transmission services, and application support (is a plus)
Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace.

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.
Ability to thrive in a changing environment.
Ability to manage multiple projects with multiple priorities
A team player with excellent written and verbal communication skills and strong organizational skills.
Must have a service-oriented attitude with excellent problem solving and analytical skills.
Possesses the ability to work independently, self-motivated, and highly focused.
Must have strong interpersonal and leadership skills