Specialist, IT Service Operations

Grade Level (for internal use):

10

Company Name:
Markit North America, Inc.

Job Title:

Specialist, IT Service Operations

Location:

5430 LBJ Freeway, Dallas, TX 75240 (Hybrid work schedule. On days not in office, telecommuting permitted within normal commuting distance of Dallas, TX office)

Job Duties:

Markit North America, Inc. seeks a Specialist, IT Service Operations to provide advanced support and consultancy services for the resolution of corporate actions software and data issues for regulated financial clients. Provide direct client support through phone, email, and JIRA platforms to resolve business as usual (BAU) issues and inquiries within defined service level timelines (ETAs). Log, track, and manage incidents reporting in JIRA, ensuring audit ready documentation, accurate impact assessment, prioritization, and risk evaluation through to resolution.

Coordinate with internal teams and external partners for escalated issues, managing incidents through full lifecycle resolution and post-incident review. Maintain current knowledge of application features, enhancements, and platform changes to ensure accurate issue diagnosis and client guidance. Support requirements gathering and change request delivery, contributing system expertise, business context, and impact assessments. Assist in preparing specification documents, business requirements, and implementation impact analyses to support system enhancements.

Facilitate cross functional discovery and alignment sessions with Engineering, Cloud/SRE, Product, Data, and Customer Experience teams to establish scope, dependencies, and success criteria. Lead the end to end requirements lifecycle, translating business objectives into technical specifications and measurable acceptance criteria. Analyze system dependencies, data flows, and integration impacts, documenting edge cases, assumptions, and technical constraints to reduce implementation risk. Validate prototypes and early builds against business requirements, identifying systemic risks and recommending mitigation strategies prior to production deployment.

Support system validation, configuration testing, post deployment monitoring, and documentation updates to ensure sustained operational effectiveness. Build and maintain stakeholder alignment on priorities, timelines, and outcomes through proactive communication and structured coordination.

Job Requirements:

Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related IT field, plus two (2) years of experience in IT operations or a related occupation. Two (2) years of experience must include:
Corporate actions lifecycle (mandatory, voluntary, income events; elections, entitlements, payments);
Interpreting different qualifiers of SWIFT ISO 15022 and/or ISO 20022 CA messages, including ability to interpret and validate key fields and their importance in Corporate Actions Event;
Analyzing production incidents and creating client specific reports and its integration with different reporting tools using relational databases and structured queries;
SaaS/PaaS/IaaS Cloud-based platforms with multi-tenant SaaS environments, working knowledge of cloud infrastructure management and monitoring tools;
Working with ticketing systems and incident management processes as per Information Technology Infrastructure Library (ITIL) procedures;
Enterprise user authentication and access management mechanisms for user provisioning and access troubleshooting in multi-tenant environments;
Collaborating with cross-functional technical teams to resolve system issues;
Proficiency in Enterprise log monitoring and observability tools with some basic usage of modern AI tools to perform first level of code/log…