Service Management Analyst

Columbia Threadneedle Investments
London, United Kingdom
Jan 28, 2023
Feb 25, 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About Columbia Threadneedle Investments

About Columbia Threadneedle Investments

You'll find the promise we make to our clients is the same one we make to our employees: Your success is our priority.

Here, you'll find growth and career opportunities across all our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,000 people working together. Our expertise is diverse with more than 450 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies and we have the capability to create bespoke solutions matched to clients' specific requirements.

Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base. We welcome applications from returners to the industry.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Job Purpose Statement

The Service Management Analyst will be part of the Ameriprise Incident Management Team with Critical/Major incident management being the primary responsibility. This resource will be working with multiple teams across business and technologies to manage incidents and run bridges with the primary objective of reducing MTRS of incidents.

Role Responsibilities

How you'll spend your time....
  • Prioritize incidents according to their urgency and impact to the business and escalate (technical and/or hierarchical) as needed
  • Engage team, partners and stakeholders appropriately to ensure full collaboration, multiple viewpoints and full transparency
  • Maintain a professional demeanor and attitude while being assertive when leading an incident investigation
  • Act with decisive confidence and exercise influence over a wide range of individuals at all levels of business and technical leadership
  • Apply technical acumen to ask the right questions, collect the responses, set actions based on information, and to follow-up with probing questions if the response does not fit the situation
  • Ensure incidents are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
  • Collaborate with multiple teams across business and technology to ensure processes are in compliance with guidelines
  • Communicate to affected business areas as well as executives
  • Produce documents that outline incident protocols such as how to handle cybersecurity threats

Key Capabilities

To be successful in this role you will have....
  • Bachelor's degree in Computer Science or similar field; or equivalent work experience
  • Solid Service Management experience
  • Understanding of ITIL - Change, Incident, Problem, Knowledge Management
  • Strong analytic skills including ability to identify patterns and potential issues
  • Situation management and decision-making skills
  • Exceptional written and verbal communication skills
  • Ability to multi-task and remain calm in critical situations
  • Detail oriented

Desired Capabilities

If you also had this, it would be great....
  • Certifications preferred: ITIL Foundation Certification
  • Previous experience in a Critical/Major Incident Management role
  • Experience working with the following tools: MS Office, ServiceNow, Power BI, JIRA, Confluence
  • Experience with event correlation and interpretation, utilizing various monitoring tools (Dynatrace, SumoLogic)
  • Solid understanding of business functional areas, systems, and capabilities
  • Solid understanding of basic infrastructure design and operation
  • Experience supporting applications within the Financial Services industry (e.g. broker-dealer, asset management, insurance, etc.).
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