Service Analyst (Remote)

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Analyst (Remote) to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA).

Role Description

The Service Analyst is a technical specialist, responsible for performing tasks in daily operations with focus on Monitoring, Case Management and Knowledge Management.

In his/her role, the Service Analyst conducts operational activities based on product-specific training and technical expertise.

Responsibilities:

Monitoring

• Performs proactive monitoring checks (availability testing, usability checks, system status, failures, exceptions, end-to-end transaction details) according to agreed monitoring procedures and Event Management strategy.
• Ensures proper alert triaging, response and handling as part of reactive monitoring concepts.
• Monitors defined operational KPIs.
• Reports deviations and anomalies to the respective team, based on agreed monitoring procedures.
• Uses configured dashboards (e.g. Datadog) to triage reported major incidents, analyse service interruptions and production outages and provides customer with related information.

Case Management

• Monitors MRSNOW Queue for any cases (incidents, service requests, vulnerabilities, alerts) assigned to Digital Operations and is responsible for response and resolution within the agreed SLA.
• Receives and answers user cases for 1st and 2nd level support, raised via Mail2Case, MRSNOW Tickets and/or Pool Mailbox.
• Performs initial ticket triage and qualification, including validation of ticket priority, impact and urgency and proposes major incident candidates, if required.
• Provides resolution of tickets in scope, according to the defined use case knowledge base.
• Creates bugs / defects or Backlog Items and forwards/reassigns tickets to the respective DevOps Team in their responsibility as a 3rd level support organisation.
• Performs End to end user communication, incl. validation of incident resolution with affected users.
• Manages tickets and ticket queue in MRSNOW (assignment, status updates, reassignment, escalation, resolution).
• Performs Monthly Ticket Analysis for each supported area with the objective to derive actions for reduction of ticket number or optimisation of ticket resolution process.
• Performs a checking Vulnerability Dashboards in MRSNOW for any reported vulnerabilities on the products/platforms in scope and investigating any existing vulnerability items.
• Reports any vulnerabilities to the DevOps Team and provides as much detail as possible to enable resolution within the defined remediation target times.
• Reports any identified security incidents to the Munich Re Global Service Desk.

Knowledge Management

• Creates and continuously updates knowledge articles (how-tos, step-by-step guides, support flows, etc.) required for ticket triage and resolution, according to handover sessions.
• Creates and continuously updates end user documentation (FAQs, How-Tos, etc.) to enable Self-Service - if agreed and required by the DevOps Team.
• Performs internal knowledge transfer sessions for knowledge sharing, experience exchange and quality standards between different support shifts and delivery locations.
• Continuously reviews incidents and requests to acknowledge patterns and trends and identifies improvement proposals.
• Delivers on the improvement targets assigned (e.g. automation initiative, analysis, knowledge article).
• Participates (as SME) in regular Agile ceremonies of the Product DevOps Teams (dailies, JFs, backlog refinements).
• Supports Service Lead Analysts and Service Manager with technical insights, scope changes and reporting activities.

Skills and Experience

• Experience in customer service and support functions.
• Experience in IT Operations, ITSM and ITIL.
• Experience in insurance and InsurTech highly desirable.
• Experience in business analysis or business architecture.
• Sound knowledge of state-of-the-art IT technology.

Technical Skills

• Monitoring & Observability Tools: Datadog, Grafana.
• Knowledge and Experience in API Development, User Authentication, Applications Operations, Scripting and Automation is an advantage.
• IT Service Management: ITIL v4.
• VAIT (BaFin) - IT regulatory requirements for insurance industry in DE.
• Understanding of core insurance business processes.

Certifications

• ITIL 4 Foundations.

Soft Skills

• Excellent communication skills: ability to communicate clearly and formally to internal and external customers, both orally and in writing - in professional command of the English language.
• Defined customer focus: looking after the interests of external and internal customers. Ensure that their wants, needs and expectations are given due consideration and that all efforts are made to meet them wherever fair and reasonable, in line with any standards from an industry regulator.
• Excellent teamwork and collaborative spirit: ability to work cooperatively and flexibly with other members of the team with a full understanding of the own role in the team.
• Willingness to learn and share knowledge with other team members.
• Motivation and Pro-activeness: constantly seeking continuous improvement, openly addressing improvement areas, conflict and problem points, together with solution proposals.
• Ability to seek high quality and assure quality of documentation, reporting, communication.