IT Service Management Analyst, Specialist

The IT Service Management Analyst, Specialist, Global Enablement Operations facilitates the introduction of beneficial changes into live environments while maintaining the integrity and functionality of existing systems. The 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.

The role also drives continuous improvement and data integrity of the Change, Incident, and Problem Management processes through collaborative partnerships, ensuring compliance with best practices across the enterprise.

The IT Service Management Analyst is an excellent "incubator" role to learn more about Vanguard and explore additional career paths within IT or in support of Sub‑Divisions. The primary responsibility is to support Vanguard in the execution of Change Enablement, Incident/Major Incident, and Problem Management in the production environment according to defined processes, prioritizing business and operational requirements while adhering to ITIL standards and best practices.

• Execute operational excellence across the core team functions of Change Enablement, Incident/Major Incident, and Problem Management, including but not limited to:
  • 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, 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 businesses are kept updated until the incident is resolved
  • Participate in the detection of trends, reviewing 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, highlighting and escalating 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

• Minimum of five years related work experience
• Undergraduate degree or equivalent combination of training and experience; graduate degree preferred
• One year of IT service management experience
• Hands‑on experience with project and task management tools such as Jira and Service Now
• ITILv4 Foundations Certification preferred
• High‑Velocity IT Environment experience a plus
• Working knowledge of ITSM Practices:
  Change Enablement, Incident/Major Incident Management, Problem Management, Configuration Management, Release Management, Service Validation and Testing
• Experience with Agile, Scrum, and Dev Ops practices
• Exceptional communication skills – both written and verbal
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships within a matrix organization; ability to work with offshore teams
• Ability to influence others and move toward a common vision or goal
• Problem‑solving and root cause identification skills

Vanguard is not offering visa sponsorship for this position.