Sr Is Analyst-Service Management Operations-Mexico

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Sr IS Analyst-Service Management Operations-Mexico page is loaded Sr IS Analyst-Service Management Operations-Mexico Apply locations MEX-MC342-Mexico Dist Federal IND-HYDG-Hyderabad MEX-MC_1-Mexico City time type Full time posted on Posted 5 Days Ago job requisition id 857845 At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that's both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.
Come join us in delivering better outcomes for our clients around the world!  At Franklin Templeton, everything we do is focused on one thing – delivering better client outcomes. We do that by partnering closely with our clients, assessing their strategic needs, and identifying the solution or solutions that can meet the challenge. Over 12,000 employees working in 34 countries around the world are dedicated to servicing investment solutions for our clients in more than 160 countries. For more than 70 years our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.
English fluency is essential for this position. Please submit your resume in English. What is the Sr IS Analyst in Service Management Operations responsible for? The Sr. IS Analyst in Service Management Operations will be responsible for supporting the Major Incident and Problem Management process residing in the Service Now ITSM suite.
The Sr. IS Analyst is responsible for the Orchestration, Administration and Compliance of our comprehensive Incident and Problem enterprise process. Responsibilities include, providing standards, methods, and procedures for the effective management of all Major Incident and Problem Management activities. Executing Major Incident and Problem Management processes to facilitate recovery and determine root cause.
This position will initially function primary as a process owner for Major Incident Management; however, direct involvement and support of Problem Management is expected in the future.
What are the Key Duties and Responsibilities? Oversee and Administer the Incident and Problem Management process, which includes coordinating/facilitating meetings, engaging resources to perform restoration and root cause analysis, documenting/tracking actions and outcomes, communicating key information to stakeholders and executives.
Generates communications to stakeholders and executive leaders for all active Major Incidents within the FT enterprise.
Assist Application Development and Infrastructure support partners in defining and analyzing business Process issues, as it relates in improving Incident and Problem Management processes.
Govern enterprise compliance with Incident and Problem Management process and procedures.
Responsible for documentation currency, audit review and audit compliance / reporting.
Serves as the primary liaison between the application development team(s); infrastructure support; data center operations; service desk; and business partners for the Incident and Problem management disciplines.
Providing continuous process development and improvement for Incident and Problem Management process within ServiceNow.
Makes recommendations to improve team workflow by creating efficiencies, while maintaining the quality of service provided to customers.
What ideal qualifications, skills and experience would help someone be successful in this role? Any combination of a related Associate's or Bachelor's degree, certification or 5 years of related experience, plus 5-8 years of related experience.
Technology professional with 2-3 years of direct experience within the Service Management Operations discipline
Results oriented with 2-3 years of leadership experience.
Strong organizational and time management skills.
Capable of prioritizing multiple tasks, working effectively with little or no direction.
Build collaborative relationships with management, partners and peers from diverse backgrounds.
Effective verbal, written and inter-personable communication skills in Spanish and English.
Advanced active-listening skills.
Formal meeting organization and facilitation skills.
Demonstrate subject matter expertise in Service Management Operations, with a focus on incident and problem management.
Advanced level knowledge in applying the systems management lifecycle.
Advanced analytical skills and ability to perform system analysis, review system data, and make risk-based decision to resolve issues. 
Ability to methodically breakdown a process or issue by asking critical, thoughtful questions.
Ability to take command and control of cross functional teams and direct personnel from multiple workgroups towards common goals and objectives.
Strong English language skill, including the ability to effectively communicate, collaborate, and build relationships with peers, co-workers, and management personnel from different countries and diverse backgrounds.
Willingness to adjust shift schedule to accommodate higher than normal workload, holidays, and on-call shift rotations.
Experience with project management methodologies, including Disciplined Agile Delivery or DevOps. 
Financial Services industry experience, preferably Mutual Funds
Experience in the areas of Cloud Computing; Distributed Computing; Information Security; Business Continuity; Disaster Recovery.
ITIL or IT Service Management certified
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What makes Franklin Templeton unique? In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards —the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results.
Highlights of our benefits include: Three weeks paid time off the first year
Medical, dental and vision insurance
401(k) Retirement Plan with 75% company match on your pre-tax and/or Roth contributions, up to the IRS limits 
Employee Stock Investment Program
Tuition Assistance Program
Purchase of company funds with no sales charge
Onsite fitness center and recreation center*
Onsite cafeteria*
*Only applicable at certain locations
We believe that being a good corporate citizen is good business. To us, corporate citizenship means being accountable, serving our clients, being an employer of choice, managing our environmental impact, and supporting our communities . An emphasis on corporate citizenship is embedded in our culture and values , and is an important element of how we achieve success.
We are also committed to your learning and development with resources focused around Experience, Exposure, and Education, to help you achieve your professional development goals. Take some time to, meet some of our people , and see what it means to say, "I AM Franklin Templeton".
Franklin Templeton is an Equal Opportunity Employer. We are committed to equal employment opportunity for all applicants and existing employees and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. We invite you to visit us at http://www.franklintempletoncareers.com/ to learn more about our company and our career opportunities.
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for, or apply for, one of our positions please send an email to ****** . In your email, please include the accommodation you are requesting and the job title and job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only requests for accommodations will receive a response.
Experience our welcoming culture and reach your professional and personal potential! Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there's a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.
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By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life's adventures, taking care of your family members, or making a positive impact in your community, we aim to have your needs covered. 
Learn more about the wide range of benefits we offer at Franklin Templeton
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. 
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to ****** . In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.


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