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: Basel, Switzerland

Job Type: Contract

TEKsystems, an Allegis Group company. Allegis Group AG, Aeschengraben 20, CH-4051 Basel, Switzerland. Registration No. CHE-101.865.121. 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. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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