Description
The Service Operations Specialist is a member of the Data Analytics Programme Team. Provides development and operational support for a service provided by IT to internal business teams.
Development work will involve data movement scripts, job creation and scheduling. Operational support will involve accountability for monitoring and responding to all data movement incidents and ensuring all service requests, incidents, problems and changes within the boundaries of the service operating model are completed within defined SLA's.
- Essential Functions of the Job: Work with the Business Support Team (business) and the Analytics and BI Services team (IT) to deliver a quality service.
- Keep the Advisory Business Support Team informed of ongoing development, live service status, upgrades and planned outages as required
- Maintain contact with the Analytics and Bi Services Team for Tableau application status, upgrades etc.
- Develop, maintain and support data movement scripts (SSIS) and scheduled jobs
- Accountable for ensuring all incidents and problems related to the service are resolved within agreed SLA's regardless of which IT function is responsible to resolve
- Execute defined responsibilities using IT procedures where required eg
- AD Group creation/management
- File share management
- User Management (user creation, access rights, deletions)
- Tableau application set up for new clients
- Maintain all documentation in appropriate repository
- Identify opportunities to enhance the support processes for an application or reduce manual intervention required via more automation.
- Maintain contact with peers in IT Services functions (particularly Enterprise Application Management) to encourage cross functional teaming and knowledge sharing
Analytical/Decision Making Responsibilities:
- Demonstrable data movement and management skills (SQL Server Integration Services - SSIS in particular)
Knowledge and Skills Requirements:
- Incident triage and managing resolution when multiple IT teams may be involve
- Working knowledge of ITIL incident, problem and change management principles
- Quality service delivery and management attitude
- Proactive service improvement attitude
- Share knowledge and skills with team members
Other Requirements:
- Participation in shift pattern/on call rotation if required
- Flexibility in scheduling with a willingness to work extra non-standard hours when required
- Ability to work as part of a team as well as being self-motivated
- Strong interpersonal, verbal and written communication skills
- Ability to work to agreed deadlines with demonstrable productivity
- Be part of a geographically split team with remote management
- Domestic travel (US) will be required
- International travel may be required