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Senior Service Performance Management Analyst

Location: Waterloo
Posted on: May 16, 2022

Job Description:

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.Opportunity Overview
The Sr. IT Performance Management Analyst role will help define the strategy and implementation roadmap for all IT Service Management (ITSM) and IT Operations Management (ITOM) processes and tools. This position will focus on executing the strategic vision of our program while aligning Service Management practices across operations, development and support functions. This role will drive governance activities and embed ITSM/ITOM best practices into all aspects of service delivery.
The successful candidate will have a strong background in IT Service Management (ITSM) and Operations Management (ITOM), preferably with the ServiceNow platform.

In depth knowledge and experience in these functional areas is required:

  • Leading SCRUM efforts
  • Senior BA skills and coordination across multiple teams
  • Excellent communication skills both verbal and written
  • Establishing governance and COE processes
  • Building roadmaps and coordinating with PMs
  • Change & Problem Mgt.
  • General IT operations and support
  • Reporting & Analytics
    Service & Operations Management Responsibilities:
    • Drive execution and delivery of new ITSM and ITOM functions and processes in coordination with the Department leader, other teams, vendors, and consultants.
    • Provide input and guidance to ITSM functional and process owners in support of overall strategy.
    • Define appropriate measurements, reports, and metrics to monitor the health and effectiveness of all ITSM & ITOM processes
    • Develop and/or oversee requirements documents, process definitions, workflow diagrams, etc.
    • Facilitate design sessions and mockup reviews for all potential solutions.
    • Present proposals to leadership on new solutions with options and cost / benefit.
    • Ensure ITSM functions are deployed with full integration to the Configuration Management Database (CMDB)
    • Identify and design integration and automation opportunities to extend the ServiceNow platform and increase value to multiple business segments.
    • Partner to implement effective IT Operations Management (ITOM) processes that drive improvements in availability, efficiency and performance of the firm's processes and services.
      • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day technical service operations and the client experience.Maintain currency on information technology affecting functional area(s) to increase innovation

        Qualifications Required in the Job:
        • Bachelor's degree preferred or related work experience.
        • 8+ Years' experience with Service Management delivery and operations
        • Excellent communication skills including written and verbal.
        • Comfortable delivering presentations to peers and leaders.
        • Excellent interpersonal skills; develops relationships; seen as credible and trustworthy.Technical Skills:
          • Comprehensive knowledge of Service Management program implementations leveraging technology platforms such as ServiceNow, BMC Helix or Cherwell technology platforms.
          • Required understanding of technologies related to or dependent on the implementation of ITOM and AIOps functions with IS operations.
          • Knowledge of business system interactions, infrastructure dependencies, system controls, monitoring associated with service delivery.
          • Understanding of Agile development and DevOps methodologies and processes within IS (change management, QA, Project Life Cycle , etc.)
            • 2021 FORTUNE 100 Best Companies to Work For - By Great Place to Work - and FORTUNE Magazine - Edward Jones was named No. 20 on the list.
              • From FORTUNE -2021 FORTUNE Media IP Limited. All rights reserved. Used under license. FORTUNE and FORTUNE 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. FORTUNE and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Edward Jones Investments.
              • 2021 Corporate Equality Index - Edward Jones joins the ranks of 767 major U.S. businesses that received top marks in the Foundation's 19th annual scorecard on LGBTQ workplace equality.
                • From The Human Rights Campaign. All Rights Reserved
                • 2021 Training Top 100 list - Edward Jones ranked No. 19, up six spots from last year in its 21st consecutive year on this prestigious list.
                • J.D. Power, 2021 - Edward Jones has ranked "highest in Employee Advisor Satisfaction among Financial Investment Firms" in the J.D. Power 2021 U.S. Financial Advisor Satisfaction Study.
                  • Edward Jones received the highest score among employee advisors in the J.D. Power 2007,2008, 2010, 2012-2015, 2017-2021 Financial Advisor Satisfaction Studies of employee advisors' satisfaction among those who are employed by an investment services firm. Visit jdpower.com/awards for more information.Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
                    Salary: $90628 - $154313
                    Category: Headquarters

Keywords: EDWARD JONES, Springfield , Senior Service Performance Management Analyst, Professions , Waterloo, Illinois

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