Specialist Service Analyst

Client focus:

• Strengthen governance with local/Regional clients
• Constant & continuous representation of GTS in all BRM meetings
• Representation of KEY Qualitative and Quantities KPIs to the business stakeholders
• Client Satisfaction to be the utmost priority with measurable indications- weekly /monthly Survey
• Initiatives to be proposed to business partners with Value proposition with the GTS Services rendered locally.
• Enhance and add business value to the production dashboard reviewed during client governance
• Track, monitor key production quality KPI – MI/BP caused by GTS Impacting GSC business Industrialization
• New user on boarding- with effective coordination with GTS internal partners
• Face2Face: arrange & set up F2F meetings with business teams and GTS delivery for any project related consultation
• Promote process/practice implementation across Business Units.
• Resolve complex issues. Propose and steer strategic evolution of the service delivery management.
• Supervise service level as per defined Standards by monitoring and correcting process non-compliance.
• Manage and clarify ITIL process related audit queries to Internal/external auditors. Prepare and publish process reports, MRM deck and risk reports.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Drive positive NPS and build strategy for enabling smooth operations. Perform trend analysis and suggest improvements on innovation and modernization.

Quality and Production

• Work closely with delivery leads to launch various initiatives & service improvements to bring stability in the production and enhance client experience
• Play an active role in coordinating and keeping key stake holders informed during production crisis
• Follow up with the respective delivery teams on the postmortem and communication to the users on all major incidents caused by GTS and work towards remediation plan to provide permanent fix.

• Ability to understand business processes & their IT requirements across GSC GBIS & Core business
• Ability to maintain a close relationship with the business users by effective communication on all ongoing production/Project issues and follow up on a timely basis with required stake holders
• Ability to maintain efficient & open communication channels with business client’s internal partners (GTS) to ensure that the issues are well followed, and the actors are aware of the specificities or constraints.
• Ability to articulate and communicate with business users on available support matrix & organization set up
• Ability to estimate roadblocks and suggest to improve day to day interaction of business users with delivery teams and take initiatives to reduce the operational risks to improve GTS support quality and efficiency
• Must have basic level of certification in ITIL V4, CRISC, Agile and DevOps.
• Proven ability to communicate with senior stakeholders on business proposals, value creation and KPIs.
• Excellent operation management and conflict management skills.
• Manage and own global projects and processes.

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA. If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

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