Service Delivery Management, Analyst & Reporting

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