ITSM Analyst, Global Technology Operations

The ITSM Analyst, Global Enablement Operations facilitates the introduction of beneficial changes into live environments while maintaining the integrity and functionality of existing systems. This role delivers Major Incident Management services and supports the development of enterprise best practices to limit the reoccurrence of critical IT issues by driving root cause detection and remediation through effective Problem Management.  In addition, this role drives continuous improvement and data integrity of the Change, Incident and Problem Management processes through collaborative partnerships to ensure compliance with best practices across the enterprise.


Core Responsibilities:

• Execute operational excellence across the core team functions of Change Enablement, Incident/Major Incident and Problem Management, including but not limited to the below:
  • Facilitate the introduction of beneficial changes into the live production environment
  • Collaborate with Release and IT Project Managers on tollgates and activities including, readiness reviews, and Business Go/No-Go reviews across, development teams, assurance testing, SMEs, Security, analysts, and leadership
  • Chair divisional Change Advisory Boards as needed.
  • Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
  • Communicate with key stakeholders during a major system outage, ensuring the businesses are kept updated until the incident is resolved.
  • Participate in the detection of trends, and reviews historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.
  • Execute in the context of policy and controls and model best practices for peers and partners.
• Coordinate, monitor, report on and contribute to improving the operational processes for Change Enablement, Incident/Major Incident Management and Problem Management, overseeing legacy and cloud-native systems
• Promote awareness of and adherence to policy and control requirements in-scope.
• Act as a focal point for all escalation and communication activities related to users and IT teams to ensure effective and efficient execution of change activities. Highlight and escalate risk & issues to management.
• Maintain expertise and awareness of industry trends and technologies, recommending timely adjustments to strategy as appropriate
• Participate in special projects and perform other duties as assigned.
  

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.