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MUFG · 2 days ago

Service Delivery Management, Analyst & Reporting

Tempe, AZ

Full-time

Hybrid

Entry Level

$79K/yr - $105K/yr

1+ years exp

Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups, striving to make a difference for every client, organization, and community they serve. The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities, ensuring operational excellence through IT Service Management practices, and delivering actionable insights via data analytics and reporting.

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

Qualification

IT operations experiencePower BIService Operations conceptsKPI reportingData analysisITSM principlesProject managementMicrosoft ExcelMicrosoft WordMicrosoft PowerPointCommunication skillsProblem solving skillsInterpersonal skills

Required

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

Knowledge of production batch scheduling, transmission services, and application support (is a plus)

Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace

General knowledge of IT infrastructure, architecture and capability planning

Strong written and verbal communication skills

Proficient in Microsoft Excel, Word, and PowerPoint

Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience