Application Support Analyst/Incident Manager recruitment
The Role / Responsibilities:
This individual will be part of the Moody’s IT – Technology Operations Service Management team with his/her customers residing mainly within the Rating System Solutions in MIT. The Application Support Analyst is responsible for providing end user support and ensuring timely issue resolution for several applications used in the ratings process. This position will be an extension of the business in terms of user pain points and prioritization of defect resolution. Furthermore, this role will be responsible for providing availability management services for serious incidents related to ratings applications. This role will also be part of the virtual global incident management (GIM) team. All members of the GIM team will have responsibilities to drive and provide leadership to manage all IT Incidents / Outages to resolution in an ITIL based organization, including communications to senior stakeholders during incidents
The main responsibilities of this role includes but not limited to:
• Acting as a subject matter expert on Moody’s business processes and systems to support both business and technology projects.
• Providing a timely response to telephone and email requests from users.
• Coordinating the response times and resolution from our vendor parties on incident management and request management within established service levels.
• Managing and providing leadership to our outsourced vendor partners to drive continuous improvement in managing resolution of incidents and requests.
• Coordinating with the Help Desk to establish best practices on new and existing workflows
• Working with the ME manager and product manager to identify, prioritize and track maintenance items.
• Communicate and track the work around cases for defects with the business, ME Manager, Product Manager and Production Support Teams
• Providing timely communication to users and MIT Management regarding all aspects of the products.
• Maintaining and updating end-user documentation for the application.
• Working with the Technology Training Group as needed to train end-users for offices worldwide, including the creation and update of training materials.
• Reviewing, coordinating, prioritizing and communicating Root Cause Analysis submitted by the development team.
• Own the end-to-end Problem Management Process by liaising closely with Production Support and Development Teams to ensure timely prioritisation of problem resolution into the quarterly change cycles..
• Lead monthly governance meetings with the business sponsors to review and understand maintenance tasks as well as communicate IT initiatives relevant to the LOB.
• Lead and Standardize User Support across MIT for incident, request and problem management for best practices and efficiency.
Scope/Supervision and Interaction
Works collaboratively with Vendor Partners, Project Managers, Development/Application Managers, Technical Architects, Quality Assurance Managers and others to ensure effective cross-project communication and issue management. Interacts daily with users from all business lines, and all levels of seniority to resolve application usage issues, and to provide any necessary support required of the user.
Qualifications:
Working at Moody’s
Our views matter. So will yours.
The views of each Moody’s employee matter and, collectively, those views contribute to our ability to serve credit-sensitive markets worldwide. Diverse opinions are encouraged and leverage the depth and breadth of experiences that our employees bring to work each day. We expect Moody’s employees to be accessible and collaborative and, in return, Moody’s offers a work environment that promotes intellectual curiosity, analytical rigor and collegiality. Our people and our environment uphold our core values of integrity, insight, intellectual leadership, inclusion and independence.
Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $2.3 billion in 2011, employs approximately 6,100 people worldwide and maintains a presence in 28 countries. Further information is available at www.moodys.com.
EEO Language
Moody’s is an equal opportunity employer.
Securities and Trading Policy
Candidates receiving an offer to join Moody’s Investors Service or Moody’s Shared Services shall be required to disclose their securities holdings and those of their family members as defined by Moody’s Policy for Securities Trading. Such holdings will be reviewed by the hiring manager during the offer process to identify any potential conflicts of interest. Moody’s Human Resources department shall inform the prospective employee of any potential conflicts and remediation actions required. Any formal offer of employment is contingent upon the Candidate’s agreement to comply, in advance of employment, with remediation requirements identified by Moody’s.
• Bachelors Degree or equivalent in Business / IT}~
• Previous financial experience in a support related field is desired.
• Previous relevant work experience
• Strong customer focus and follow-up skills necessary.
• Must be well-organized, with superior relationship-building and management skills.
• Excellent verbal and written communication skills.
• Candidate must be able to stay focused under pressure.
• Technical Aptitude a must.