Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups, striving to make a difference for every client, organization, and community. The Service Operations Analyst will support day-to-day operational activities, manage business engagement, and drive program initiatives while ensuring operational excellence through IT Service Management practices and delivering insights via data analytics and reporting.
Responsibilities
- Align operational activities with organizational objectives and contribute to continuous improvement initiatives
- Support governance and compliance efforts for IT Service Management (ITSM) processes
- Provide actionable insights through Power BI dashboards and reports to enable data-driven decision-making
- Assist in defining and monitoring KPIs to measure operational performance and identify improvement opportunities
- Ensure all tasks are executed in accordance with established procedures and compliance standards
- Document and escalate incidents per departmental guidelines, ensuring timely resolution and accurate reporting
- Prepare and deliver operational metrics and reporting using Power BI, Excel, and other tools
- Support project execution by applying project management best practices and coordinating with cross-functional teams
- Contribute to process documentation and maintain accurate operational records for audit and compliance purposes
- Ability to thrive in a changing environment
- Ability to manage multiple projects with multiple priorities
- A team player with excellent written and verbal communication skills and strong organizational skills
- Must have a service-oriented attitude with excellent problem solving and analytical skills
- Possesses the ability to work independently, self-motivated, and highly focused
- Must have strong interpersonal and leadership skills
Skills
- 1 - 2 years of IT operations and production support experience
- Proficiency in Power BI for creating dashboards, visualizations, and management reporting
- Experience in enterprise IT operations, monitoring practices, and technologies for successful IT service delivery
- Expose in applying Service Operations concepts (Incident, Change, and Problem Management) to industry-standard frameworks and best practices
- Experience in preparing and managing KPI reports and metrics for multi-functional teams
- Skilled in processing documentation, data analysis, and analytics
- Ability to support project efforts and apply project management best practices
- Experience collaborating with application management teams, senior executives, and line managers in matrixed environments with the ability to influence and drive change
- Understanding concepts of ITSM principles and implementing best practices
- Experience ensuring consistent processes for analyzing and processing notifications, warnings, and alerts for event management
- Knowledge of production batch scheduling, transmission services, and application support (is a plus)
- Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace
- General knowledge of IT infrastructure, architecture and capability planning
- Strong written and verbal communication skills
- Proficient in Microsoft Excel, Word, and PowerPoint
- Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience
Benefits
- Comprehensive health and wellness benefits
- Retirement plans
- Educational assistance and training programs
- Income replacement for qualified employees with disabilities
- Paid maternity and parental bonding leave
- Paid vacation
- Sick days
- Holidays
Company Overview
MUFG (Mitsubishi UFJ Financial Group) is one of the world's leading financial groups. It was founded in 2001, and is headquartered in Chiyoda-ku, Tokyo, JP, with a workforce of 10001+ employees. Its website is http://www.mufg.jp/english/ourbrand/index.html.
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