Service Delivery Management, Analyst & Reporting

Do you want your voice heard and your actions to count

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG) one of the worlds leading financial groups. Across the globe were 150000 colleagues striving to make a difference for every client organization and community we serve. We stand for our values building long-term relationships serving society and fostering shared and sustainable growth for a better world.

With a vision to be the worlds most trusted financial group its part of our culture to put people first listen to new and diverse ideas and collaborate toward greater innovation speed and agility. This means investing in talent technologies and tools that empower you to own your career.

Join MUFG where being inspired is expected and making a meaningful impact is rewarded.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary:

The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities business engagement and program initiatives. This role is responsible for ensuring operational excellence through IT Service Management (ITSM) practices application and batch operations support and delivering actionable insights via data analytics and reporting. The analyst will work closely with management to implement process improvements monitor KPIs and support strategic projects aligned with organizational goals.

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.
• Ability to thrive in a changing environment.
• Ability to manage multiple projects with multiple priorities
• A team player with excellent written and verbal communication skills and strong organizational skills.
• Must have a service-oriented attitude with excellent problem solving and analytical skills.
• Possesses the ability to work independently self-motivated and highly focused.
• Must have strong interpersonal and leadership skills

Qualifications:

• 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.

Education:

Bachelors degree in Computer Science or a closely-related discipline or an equivalent combination of formal education and experience

Visa sponsorship/support is based on business needs. We do not anticipate providing visa sponsorship/support for this position.

The typical base pay range for this role is between $79k - $105k depending on job-related knowledge skills experience and location. This role may also be eligible for certain discretionary performance-based bonuses and/or incentive compensation. Additionally our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits retirement plans educational assistance and training programs income replacement for qualified employees with disabilities paid maternity and parental bonding leave and paid vacation sick days and holidays. For more information on our Total Rewards package please click the link below.

MUFG Benefits Summary

We will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance (ii) the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (iii) the Los Angeles County Fair Chance Ordinance and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA). The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment if any.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race color national origin religion gender expression gender identity sex age ancestry marital status protected veteran and military status disability medical condition sexual orientation genetic information or any other status of an individual or that individuals associates or relatives that is protected under applicable federal state or local law.