Job Description

Service Analyst About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Working Flexibly We\'re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers\' and clients\' needs. Whether you have family commitments or you\'re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager. Introduction: As part of the Media Services Service Management team, the main purpose of the role is to provide support to Service Operations and Change Delivery team to ensure operational effectiveness and process efficiency is delivered aligned to the Service Management Framework. The role holder will: Provide specialist expertise and practical assistance in the investigation, analysis, evaluation, interpretation and documentation of data for Media Services in terms of Service Reporting and MI, financial billing and reconciliation Define requirements and process and make recommendations for improving any aspect of the service component and reporting systems. Manage operational costs through improved monitoring and tracking against department and business aligned budget, and ensure billing controls are adhered to Produce periodic and adhoc MI reports for clients and senior stakeholders Communicate on a global scale & to varying levels of stakeholders, the outcome of report analysis - highlight trends, exceptions, threshold breaches & make associated recommendations Drive stability, owning action plans and working with stakeholders, vendor and e2e support teams to ensure the service continuously improves Define requirements and process for improving any aspect of the service and component systems, in order to ensure its availability, quality and security to meet client requirements Manage operational costs through improved monitoring and tracking against department and business aligned budget, and ensure billing controls are adhered to What will you be doing The role holder is responsible for managing a number of aspects of the service in line with ITIL principles: Service Performance Management: Production of service performance/trend data to inform & recommend actions for improvement where appropriate. Ensures timely and effective periodic & ad-hoc service/request/incident reporting. Ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained in order to maintain optimum service performance. Monitors the levels of service achieved. Assists Service with the review of service level agreements, the effectiveness, efficiency and costs of the operational services, taking necessary action to ensure that quality of service, performance, availability and cost targets are met. Define and implement service improvement strategies, making effective use of service performance data and drawing on an understanding of any relevant area of specialisation e.g. service planning, operational support and service cost analysis. Carries out assignments as part of a team, into the analysis of service issues requiring a comprehensive and detailed knowledge of the organisation\'s processes and supporting information requirements. Writes and speaks fluently on all aspects of work and communicates effectively with all levels of management What we\'re looking for: 3+ years\' experience in IT Service Management and/or in AV / Unified Communication environment Experience of independently communicating to senior stakeholders Experience of managing 3rd party suppliers including contract renewals and finance management associated with the suppliers Experience of successfully working within a matrix-management global Organisation Skills that will help you in the role: ITIL foundation certificate and service related topics (Service Level Management, Service Operation Management, Continuous Service Improvement, Service Strategy etc.) Working within a large financial services organisation or other regulated industry Experience of end user and collaboration technologies - preferably AV technology Experience of working in a global organisation preferably spanning infrastructure, applications and/or operational environments Core understanding of risk management and governance, including supplier governance Core understanding of how to define, document and implement processes Banking/financial services experience Knowledge of the vendor market, industry standards and best practice Where will you be working Pune Be More at Barclays At Barclays, each day is about being more - as a professional, and as a person. \'Be More @ Barclays\' represents our core promise to all current and future employees. It\'s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone\'s contribution. Integrity We operate with honesty, transparency and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise and resources to make a positive difference. Stewardship We prize sustainability, and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.

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