CAIA's Career Center is an easy-to-use, comprehensive resource connecting job seekers with employers in the growing AI field. Use your knowledge and credibility to advance your career or build a talented team for your organization. Opportunities targeted to CAIA Charterholders are prioritized.
In order to search for jobs specifically for CAIA Charterholders or those pursuing the CAIA Charter please enter “CAIA” in the search panel.
This will enable you to search for CAIA specific roles globally.
The ITSM Service Performance & Reporting Analyst (known internally as Assistant Analyst, Service Monitoring) is required to undertake the day-to-day administrative support activities required to enable the IT service management team to provide the oversight and governance of all internal and external suppliers engaged in the delivery of ITSM & Technical Services.
A multi supplier delivery model requires a great deal of co-ordination and data consolidation. This role is key to ensuring the Associate, Service Delivery have access to the relevant reports and information they need to manage the service effectively and in line with the Information Technology Infrastructure Library (ITIL) best practice.
With the IT Strategy moving towards a multi supplier support and operations outsourced model, the retained IT Service Management organisation will become much more of a governance and oversight function, focussed on the governance and co-ordination of all suppliers involved in the delivery of end to end IT services supporting the EBRD business.
Accountabilities & Responsibilities
The prime responsibilities for this role are:
Provide analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance and stability.
Manage and maintain the service reporting schedule creating relevant artefacts in a timely manner for the Associate, Service Delivery Managers
Accountable for the tracking and reporting of Governance Metrics and the measurement / exception reporting of KPI's used to measure the level of service provided to the Business
Responsible for gathering and consolidation of incident, problem and change data, presenting in an agreed format in readiness for monthly service level review session with the relevant suppliers
Identifying areas of potential improvement to benefit customers, clients, improve efficiency and /or reduce costs through the analysis of data gathered for service level reviews
Produce regular robust service documentation & presentation material for stakeholder consumption operating at varying levels, supporting the Service Manager.
Support the Associate, Service Delivery Managers at regular service reviews with the customers and suppliers through the preparation of supporting reports and documentation
Own & maintain the ITSM risk register, ensuring risks are documented and action points followed up on. Alongside the Principal, Service Operations ensure identified risks are escalated as appropriate to the IT Risk Register
Support the service operations lead during a Major incident by documenting key decisions made as part of the major incident process.
Knowledge, Skills, Experience & Qualifications
Good understanding of ITIL framework, ITSM in general & SIAM
Must have worked in a role supporting ITIL v3 aligned services
Experience of monitoring the performance of 3 rd party
Ability to work on own initiative and make decisions
Strong Organisational skills
Excellent analytical and reporting skills
Diversity is one of the Bank's core values which are at the heart of everything it does. A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities.
Job Segment: Bank, Banking, Administrative Assistant, Finance, Administrative
Internal Number: 6121645
eFinancialCareers is a career site specializing in financial services.