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JOB DESCRIPTION:

As the IT Service Operations Analyst, this individual will play a pivotal role in fostering collaboration across the organization during our exciting modernization journey. The IT Service Operations Analyst will be instrumental in establishing program management standards and operational practices that promote transparency in the services supporting our business technology sector teams. Your contributions will drive efficiency and effectiveness across our operations, ensuring that we remain aligned with our organizational goals and objectives. This position will be located in Raritan, NJ.
The Program Management component of the role will support the design, build and establishment of standards for program management, reporting, governance and communications. These standards will be integrated throughout the organization, with adherence tracked and monitored to drive continuous improvement and measurable impact. The role will support the creation of a forum to conduct regular program reviews and deep dives to reinforce the need for delivery excellence and the transition to ongoing support and maintenance through the Application Reliability team. Additionally, the role will help to explore and implement mechanisms to leverage innovative technologies such as RPA and GenAI to automate and streamline program management and service operations.
Another key aspect of the role is to work in partnership with a standing APDR Service Industrialization team. This will enable the ongoing development and maturity of our APDR services in a consistent manner that ensures our services are scalable, efficient and value oriented. The intent of Service Operations will be to drive ongoing adherence to our service industrialization methodology while also tracking, reporting and monitoring service consumption, adoption, cost and other related variables in an effort to drive service excellence, service growth and rationalization. This will also activate best practices and drive greater cross collaboration across functional areas in the broader TS organization.
This position requires an individual who is able to learn and build strong collaboration and communication skills, gain a strong understanding of technology, able to support the development of business strategies, and aspire to strong operational excellence skills. The individual will collaborate with cross-functional teams, leadership, and stakeholders to support the ongoing modernization of our APDR organization.

EDUCATION:

• A Bachelor’s degree is required, preferably in Information Technology, Computer Science, Business or a related field.