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Sr. Program Framework -Analytics Strategy

Job Description

Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services across then firm. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
Global Services Operations focuses on operational support excellence while working to partner with Application Development and GTI L3/Engineering teams to define and drive strategic improvements in operational stability and operating efficiency. 
This role will focus on driving continuous improvement in the Incident, Problem and Request Management processes.
The Senior Program Framework / Analytics Strategy Expert role will be responsible for
  1. Developing Critical Success Factors (CSFs), KPI and Metric strategies for the above processes,
  2. Leading programs to analyze and document requirements for new metric concepts,
  3. Assessing value to be realized across the firm.
  4. Conducting conversations with process owners and stakeholders to gain consensus and identify areas of concern,
  5. Helping with coordinating tool enhancements to fulfill these requirements, and
  6. Performing analytics to identify improvement opportunities / trends.
This role will be accountable for the design, maturity, promotion, and execution of these measures and metrics.
Key Responsibilities Include:
Strategy Development:
  • Working with the process owners, responsible for identifying metrics strategies to continue to improve / advance process value.
  • Develops the measurement framework
  • Creates /modifies relative indices which properly compares services against one another
  • Develops the approach of the measurements
  • Define measurement components and identify overlaps/compliments between metrics
  • Provide insight of the Key Performance Indicators used by various process teams
  • Produce/modify relative indices which properly compares services against one another
  • Aligns current and future metrics and measures to the Firm’s goals
  • Provides input and mapping to Incident/Problem Management Process and Tools roadmaps (including a potential tool consolidation).
  • Leads and works in conjunction with multiple LOBs and development team to develop high quality business requirements and determine how the tool can best functionally fulfill those needs.
Data Analytics:
  • Effectively analyze metrics and measures
  • Assist in incident & problem ticket analyses, identify improvement opportunities, and follow-up on status
  • Coordination of UAT, confirming LOB testers and development of scripts verify the tool changes.
  • Provides hands on ability to proficiently use tools to test and confirm changes implemented to support the business requirements.
  • Helps facilitate implementation of new functionality through information sessions and the development of appropriate documentation (e.g. procedures, job-aids, etc.).
  • Conducting tests and documenting test results
  • Present testing results and status to process owners and management for review and approval.
  • Ability to probe and ask the right questions about the business value of enhancement requests to the tool and process.
  • Builds relationships and leverages subject matter expertise in driving conversations and/or influencing decisions/direction with Business and Technology areas.
  • Participates in weekly team meetings and GID forums (e.g. EIPM Vetting Call/Minutes, GID Customer Satisfaction prioritization, GID sprint demos, etc.) to provide input and up-to-date status.
  • Educating senior management on interpreting metrics results
  • Expert analytical skills
  • Good knowledge of statistics
  • Good knowledge of Incident and Problem Management data (HPSM)
  • Good knowledge of other relevant data sources (e.g., change data (ITSM), asset data (TAMS), VERUM, CPR)
  • Excellent working knowledge of analytical tools - EXCEL, Cognos, Core, Splunk, other
  • Minimum ITIL V3 Foundational certification with a stress in incident, problem, and Request management
  • Experience at working both independently and in a team-oriented, collaborative environment is essential.
  • Experience working within a global organization.
  • Experience at working in a matrix management model utilizing virtual teams.
  • Detailed oriented – required to successfully perform validations of measures
  • Experience working with Microsoft applications; PowerPoint, Word, Excel, Access, and Outlook mail and calendaring.
  • Application support and service delivery
  • Familiar with incident management tools
  • Excellent writing skills; ability to accurately summarize test findings.
  • BS in Computer Science related field or ability to exhibit equivalent experience.
  • Minimum 10 years experience in technology field and preferably within the finance sector
  • Minimum 5 years experience in Program / Project Management
  • Adept at analysis and ability to understand MIS to draw conclusions and use data to formulate action plans
  • Ability to forge strong relationships and build a wide network throughout the firm
Req #: 160037421
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

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