Lead Analyst Service Management
Lead Analyst Service Management
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Job Description
Youll be part of a team leading operational excellence across Technology & Data with a strong focus on driving automation process optimization and service reliability at scale. In addition transforming operational practices and enabling scalable secure and highimpact technology operations that align with the organizations longterm growth and resilience goals.
As a Lead Analyst you will be pivotal in shaping innovative Technology solutions that propel the company forward. With a keen eye on future trends you will mentor a team of analysts fostering their growth and ensuring their efforts align with overarching business goals. Your leadership will not only navigate complex challenges but also cultivate a culture of excellence and thought leadership driving transformative change across all facets of technology and operations.
Accountabilities:
- Spearhead the development and of longterm technology strategies ensuring alignment with the organizations business goals and industry advancements.
- Oversee the endtoend delivery of complex projects and products ensuring they are completed on time within budget and to the highest quality standards.
- Cultivate a deep well of technical expertise within the team staying ahead of industry trends and fostering a culture of continuous learning.
- Drive engineering excellence and continuous improvement within the team and influence similar improvements across teams providing technical leadership and coaching
- Engage with senior stakeholders to understand their needs manage expectations and ensure the delivery of technology solutions that drive business value.
- Establish and govern scalable processes and programs ensuring they support the organizations objectives and deliver value.
- Serve as a thought leader providing insights and recommendations on emerging technologies and industry trends to drive innovation and competitive advantage.
- Collaborate with product teams to assess current practices and then drive recommendations to improve stability scalability and efficiency using monitoring automation DevOps and service management practices
- Maximize the use of data and tools like ServiceNow to identify areas of operational concern or opportunity. Generate ongoing metrics to track progress
- Promote forwardthinking approaches to operational design using cloudnative DevOpsdriven solutions. Encourage experimentation and continuous improvement aligned with business strategy.
- Lead management/resolution for major incidents and oversee ITSM processes with a focus on automation visibility and compliance. Leverage ServiceNow and integrated toolchains to improve incident change and problem management.
- Ensure development and testing of BCP/DR frameworks that are resilient and easy to execute. Ensure readiness through documentation exercises and alignment with modern DevOps environments.
- Uplift team capabilities through knowledge sharing training and adoption of best practices in DevOps and automation.
Qualifications :
- Undergraduate degree in Information Technology Computer Science or a related field
- 6 years of relevant experience
- Experience in managing IT projects and products across multiple geographies and understanding of crosscultural considerations.
- Relevant certifications such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library) that demonstrate a commitment to the IT profession and continuous learning.
- Knowledge of infrastructure management including network and VPN appliances server administration and data center operations.
- Experience with cloudnative services and containerization technologies like Docker and Kubernetes.
- Proficiency in cloud services such as Azure or AWS including architecture deployment and management.
- Understanding of cloud security best practices and cloud disaster recovery strategies.
- Skills in managing digital workplace technologies including collaboration tools enduser support and device management.
- Experience supporting operational transformation crossfunctional collaboration and incident/crisis management across global teams
- ServiceNow System Administrator / ITSM Certification (Preferred)
- CI/CD or DevOps certifications (e.g. GitHub Actions Terraform AWS CloudWatch) are beneficial
- Led ITSM escalations during major incidents or service disruptions including regional crisis coordination running war rooms or incident bridges and stakeholder communication across business and tech teams.
- Experience identifying automation opportunities using tools such as ServiceNow scripting or orchestration platforms to streamline manual operational processes.
- Proven understanding of Cloud and legacy application design deployment monitoring and operations. Familiarity with modern DevOps practices using GitHub or equivalent tools to automate build test and deployment processes.
- Developed and maintained recovery plans facilitated BCP/DR exercises and ensured readiness through documentation and testing.
Additional Information :
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At CPP Investments we are committed to diversity and equitable access to employment opportunities based on ability.
We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.
Our Commitment to Inclusion and Diversity:
In addition to being dedicated to building a workforce that reflects diverse talent we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials accessible meeting rooms etc. please let us know and we will work with you to meet your needs.
Disclaimer:
CPP Investments does not accept resumes from employment placement agencies headhunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other website job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or website will be considered unsolicited and will not be considered. CPP Investments will not pay any referral placement or other fee for the supply of such unsolicited resumes or information.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
