Senior Business Analyst, Technology Service Management

2090471

Job Description

The Role

As a Senior Business Analyst, you will be responsible for refining, improving, and driving the service resiliency strategy for long-term sustainability based on data and trends. Using best-in-class data platforms and tools, including Excel, PowerBI, PowerApps you will help redefine IT operations with an IT Service Management point of view and maturity. Your recommendations will be based on data and trend analysis and help define and transform IT operations. You will expand on your knowledge of Service Improvement, apply documented processes to identify, prioritize, manage, measure, and report improvement activities on an ongoing basis.

Partner with key business and technology stakeholders to drive and participate in ensuring data quality and consistency.Demonstrate solid attention to detail, ability to evaluate problems, and exhibit a methodical approach to solutions.Embrace an open-minded outlook and adapt to change; also be a champion of change inside the organization.Apply documented processes to identify, prioritize, manage, measure, and report improvement activities on an ongoing basis.Evaluate problems and exhibit a methodical approach to solutions will be key in ensuring data quality and consistency.

Skills & Expertise You Bring

Bachelor's degree or equivalent.3+ years of experience in an Operations, Business Analysis, and/or Data Analyst role.Proven project management skills and advanced proficiency in Microsoft Office applications (ie Excel, PowerBI and PowerApps ).IT Service Management (ITSM) ServiceNow experience (preferred), including knowledge of the ServiceNow Data Model and Performance Analytics.Excellent verbal and written communication skills, with the ability to communicate successfully with multiple levels internally and externally to the organization.Ability to work well on teams and in cross-collaborative environments, both internally and externally.Comfortable with ambiguity and consistently able to find a path through it.Prepared to roll up your sleeves and get into the details, producing challenging new points of view based on data and facts.

The Team

The ITSM Center of Excellence (COE) team defines and ensures alignment and adherence of enterprise ITSM processes to organizational best practices and applicable ITIL standards. This team is accountable for overall ITSM governance across all functions to ensure business needs are met, including program tracking, roadmaps, implementation, training, and reporting.

Certifications

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.