Service Analyst with Service Provider (MSP) Exp

The Service Analyst is accountable for confirming that the appropriate production processes and quality metrics are executed for Applications that are scored with low risk and complexity. The role will also provide support and prioritization for the execution of Application Maintenance and Support tasks and some critical production services.

Notes from Follow up call:
Must have lead experience and managing projects
Exp. with SLAs and putting together time lines for projects
Service NOW - Ticketing and putting together dashboards and read dashboards
Data warehouse

Nice to have skills:
1. Pharma or Regulatory application experience
2. ITIL methodology
3. IT industry experience

Roles:
Assists MSPs in ensuring that all the user access to IT systems are properly controlled and authenticated and segregation of duties are maintained.
Will coordinate an annual access certification process ensuring that current users still require access to applications under their responsibility.
Seeks assistance from senior personnel in performing the initial business risk assessment for Maintenance and Support and Minor Enhancement activities.
Partakes in vendor performance meetings and operational reviews.
Supports vendor initiated continuous improvement performance plans.
Participates with supplier personnel regarding short-term architecture strategy development and provides recommendation as it relates to Application performance or continuous improvement.
Performs post installation analysis including lessons learned and provides recommendations for continuous improvement implementations as needed.
Provides inputs to the technical reports and documentation that confirm the Root Cause Analysis for Incidents and Problems.
Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes.

Qualifications:
Bachelor degree in Information Technology, Computer Science or Computer Engineering.
Minimum of 2-4 years of combined experience in Information Technology.