This is a customer facing role for an experienced service analyst to join an established Cloud Operations team within a major software house.
The right candidate will be a key contact point for the Cloud Services Team engagement with clients, coordinating service issues and resolutions aligned to the ITIL Service Management framework.
The ideal candidate must be conversant with the detailed service processes and procedures around the management of remote secure data centres.
The Cloud Services infrastructure is hosted by a third party on behalf of the client base and is distributed globally. Managing the data centre service provider to deliver the services as per the SLA is key to ensuring client services can be delivered in line with contractual service level agreements.
Experience in dealing with demanding client requirements is essential and the ideal candidate must excel in managing and prioritising time critical issues and tasks while maintaining a calm and collective demeanour in response to internal and external challenges.
The cloud services are subject to the SSAE18 control framework and compliance to the framework is critical to our client obligations and retention.
There will be a high level of activity in this role to providing assurance that audit / control processes and documentary evidence to support compliance to the framework are available for audit review in a timely manner.
The Service Analyst will have an in depth understanding of how to analyse and present service management metrics and statistics, identify trends and opportunities for service improvement to drive customer value and satisfaction.
Candidates should be familiar with Windows Server, Citrix, Active Directory (AD), Swift, VM, Apache / Tomcat and UNIX / Linux environments.
This is not essential. Responsibilities : Accountable for monitoring, measuring and reporting of all customer services as agreed in the Service Level Agreement, including : Accurate production of all client monthly service review reportsMonitoring and reporting of all Service Level exceptionsManagement of all Incidents and Problems, Changes and ReleasesManagement of critical ITIL service management processesProduction of key service metrics with service improvement plansResponsible for the coordination of customer facing meetings and service reviewsDriving a customer first culture through the Managed Services teamAssisting SSAE18 external auditors with all requests for information Required Skills, experience and Qualifications : Excellent verbal and written communication skills are essentialIn depth experience in dealing with client engagement and sustaining a healthy client relationship by consistently delivering to expectation in a timely and efficient mannerProven experience in managing and delivering key ITIL service processes ITIL Service Management Accreditation desirableExperience in working in a security-oriented environment is desirable including exposure to any of the following frameworks : SSAE18, ISO 27001, SAS70, COBIT & SOX About ION : ION Corporates is the global leader in Treasury Risk Management and Commodity Management solutions.
Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
ION Corporates has over 2,000 employees and serves a large total addressable market of over 200,000 potential corporations, government entities and central banks.
As such ION offer customers and prospects choice through a multi brand portfolio of 7 leading treasury systems and 5 leading commodity systems.
ION also innovates at scale through a build once program whereby new interfaces or applications sit horizontally across the portfolio of treasury or commodity systems and can serve all customers, no matter which system they chose.
Examples include solutions such as commodity portfolio value at risk applications or machine learning for cash forecasting.
transform how the commodity and treasury industries operate and empower our community of users to achieve more through digitalization and automation.
To realize this vision, we are seeking experienced Sales Executives who can execute new business sales flawlessly to drive pipeline growth in their allocated region and exceed quarterly targets.