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    IT Operations Analyst - Zurich, Schweiz - TEKsystems

    TEKsystems
    TEKsystems Zurich, Schweiz

    vor 2 Wochen

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    Beschreibung

    Description : IT Operations

  • Start date: June 2024
  • Latest start date: 1 July 2024
  • End date: 6 months contract
  • Extension: Possible
  • Work location: Basel/Hybrid
  • Unit: Information Technology and Services (ITS)
  • Workload: 100%

    • Analyst Background :

  • We are looking for an IT Operations Analyst to replace a staff member on a short-term assignment.
  • We are looking for a late junior/early professional level profile.
  • The role is focused on creating reports, metrics and dashboard generation, hardware asset management, gathering requirements for enhancements to ServiceNow, communication around IT changes across the organization.
  • There is also an element of change management to the role, therefore experience with ITIL IT change management would be beneficial.
  • Perfect candidate: An IT Analyst with ServiceNow (ITOM/ITSM) experience, an analytical mindset and experience with gathering feedback, creating reports, dashboards, and metrics within ServiceNow. General Information

    • Team:

  • The IT Operations team consists of around 25 people. This role will be working closely with around 8 colleagues, primarily with the IT services function, close integration with change management and CMDB operations.
  • The person will also collaborate with the Service Desk team, It Engineers as well as other business IT areas.

    • Tasks & Responsibilities:

  • Responsible for supporting the IT Operations team primarily in the area of reporting on incident, problem, request and change management within the Bank.
  • Coordinate with relevant stakeholders, including IT staff and business users as a focal point for customer liaison and provide an effective and efficient interface between ITS operations and its internal customers.
  • Reporting on operational activities and tracking progress of IT incidents and IT changes to provide updates and metrics as part of 3 Line of Defense activities. Gather and consolidate data and produce reports for the monitoring of IT services.
  • Analyse the output and propose improved processes and appropriate follow-up actions.
  • Support the efficiency and effectiveness of the incident and change management processes and configuration management database (CMDB).
  • Support the configuration management process and operational activities to ensure CMDB data
  • integrity. Ensure that relevant information assets are documented and maintained in the Bank's CMDB.
  • Release and change management
  • Reporting on change management process for changes required in the Bank's IT production environment.
  • Delivers customer-facing communication and collaboration on all operational related activities.
  • Assist in coordinating the implementation of changes in IT services and ensures that standardised methods are used for efficient handling of all changes, to minimise adverse
  • impacts from changes on business operations and the users of IT services.
  • Project management
  • Participates in project activities within IT Infrastructure as assigned.

    • Must haves:

  • Minimum of three years' experience in a role with direct customer contact, preferably in an international environment. (*****)
  • Knowledge of ServiceNow ITSM/ITOM modules. (*****)
  • An understanding of IT systems and their interaction. (*****)
  • Excellent reporting and analytical skills and strong knowledge of data management and reporting tools. (*****)
  • Experience with service management and change management methodologies and frameworks such as ITIL. (****)

    • Interpersonal skills:

  • Fluency in English.
  • Outstanding customer service skills with a proactive customer and service orientation.
  • Ability to demonstrate initiative, drive and enthusiasm.
  • Good organizational and time management skills, accuracy, speed and attention to detail.
  • Ability to effectively balance workload of providing excellent customer service while attending to ongoing operational tasks.
  • Ability to carry out assigned tasks in a professional, efficient and timely manner with a sense of ownership and follow-through.
  • Excellent communication skills to enable clear communication with different audiences and to manage customer expectations and service partner deliverables.
  • Ability to work independently and in a team environment.

    • Nice to have:

  • A second major world language desirable

    • Job Title: IT Operations Analyst

    Location: Zürich, Switzerland

    Job Type: Contract

    TEKsystems, an Allegis Group company. Allegis Group AG, Aeschengraben 20, CH-4051 Basel, Switzerland. Registration No. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.

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