Service Senior Analyst Resume Sample

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Ayana Beahan
86490 Jakubowski Pines,  Los Angeles, CA
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Work Experience

Senior Service Provider Analyst
04/2017 - PRESENT
San Francisco, CA
  • Product Operations (PO) managers and other PO business units to partner in the delivery of key accountabilities
  • PO business unit leadership team to ensure delivery of key accountabilities of role
  • Be aware of and understand the applicable regulatory requirements arising from the unit’s activities and accountabilities
  • Monitor Application Services performance; make sure the system’s stabilization and operational reliability meet agreed level
  • Continuously identify and improve system to meet business’ growing requirements
  • Work with 3rd party provider to remain current on quarterly release system specifications, managing system changes, and communicating updates to impacted stakeholders
  • Perform analysis for system improvements and assist and participate in system test design, system testing and support of the user during transition stages to oversee adoption and ease of use
Senior Service Recovery Management Analyst
06/2011 - 11/2016
Phoenix, AZ
  • Partner with key stakeholders to solve system issues and ensure their needs are supported
  • Develop concise documentation for report generating processes/routines
  • Conduct and continuously improve reporting to ensure reliability, validity and integrity of the data used in management reporting and analysis
  • Suggest process improvements that can streamline and improve customer service
  • Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Focus on providing outstanding customer service daily to both external and internal customers
  • Effectively manages emotions, listens and communicates with respect, and builds trusting relationships
Service Level Management Senior Analyst
11/2004 - 05/2011
New York, NY
  • Maintains the highest level of confidentiality
  • Completes ad-hoc projects as assigned
  • Work with vendors and various departments within HR to maintain knowledgebase to ensure content stays up to date and relevant
  • Receive policy and formm changes from SME’s and review for accuracy and design consistency
  • Develops Standard Operating Procedures (SOPs) to support IT Department
  • Provides input on strategic and tactical efforts
  • Uses knowledge, experience and best practices to answer questions for users and customers that are designated as complex, referred to by less experienced roles, focus on urgent/highest priority
  • Facilitates detailed analysis of complex issues and generate workable solutions


Silicon Valley University
1999 - 2003
Bachelor's Degree in Computer Science

Professional Skills

  • Proven internal and external Relationship Management skills an asset
  • Excellent written and verbal communication skills required to influence and negotiate with senior leaders
  • MS Excel analysis, macro, and graphing skills
  • Proven experience managing Problem Management methodologies
  • Experienced in managing a complex Incident Management/Major Incident process effectively and efficiently
  • Have a structure approach to dealing with Major Incident, Change and Problem Management skills
  • At least five years’ experience in a Service Management organization with experience in the core operational and transition processes

How to write Service Senior Analyst Resume

Service Senior Analyst role is responsible for microsoft, programming, reporting, auditing, training, software, languages, perl, excel, word.
To write great resume for service senior analyst job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Service Senior Analyst Resume

The section contact information is important in your service senior analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Service Senior Analyst Resume

The section work experience is an essential part of your service senior analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service senior analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service senior analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Service Senior Analyst resume experience can include:

  • Build individual knowledge and skills to enable the wider support of Service Management processes across the organisation
  • Build strong working relationships with the aim of improving service provision and customer satisfaction
  • Assist in managing high priority service issues notified by the various global and local teams from a European perspective
  • An excellent communicator in both oral and written forms, in both Chinese and English
  • Manage cost to operate the Change & Service request management process efficiently
  • Authoring Internal Reporting monthly and contributing to customer reporting on Change, Service Requests – Measured by KPIs as agreed per contract

Education on a Service Senior Analyst Resume

Make sure to make education a priority on your service senior analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service senior analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Senior Analyst Resume

When listing skills on your service senior analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical service senior analyst skills:

  • Evidence of progressive experience within Information Systems experience
  • Solid experience working with tools such as Tableau, SAS, Power BI, R Studio
  • Possesses functional knowledge and skills reflective of a competent practitioner with the ability to deliver on work of highest technical complexity
  • Customer relationship management and stakeholder management skills
  • Experience in business intelligence or related work experience is required
  • Provide supervisory ‘day to day’ support and oversight of the small team, including skill development, coaching and active performance management

List of Typical Experience For a Service Senior Analyst Resume


Experience For Senior Service Provider Analyst Resume

  • Passion for making Blizzard video games the best in the world!
  • Presents alternative solutions to end-user and management
  • Recommends and implement the best solution
  • Works cross-functionally, as necessary
  • Documents issue resolution and follow-up with management and other departments when necessary to prevent recurrence
  • Ensure that the process performed is in accordance with the documented process

Experience For Senior Service Recovery Management Analyst Resume

  • Suggests process improvements and best practices, identifies new areas to be measured
  • Proposes mitigation plans for identified risks and issues
  • Mentors co-workers within understood expertise
  • Track and report Incident KPI’s and metrics that align with business requirements (SLAs)
  • A creative problem solver who is anxious to blend data based solutions with business operations’ questions and problems

Experience For Senior Service Management Analyst Resume

  • Able to anticipate the needs of the service decision makers and provide actionable intelligence not just data or information
  • Performs under pressure – Despite tense workload or tight deadlines, calmly aligns resources to meet demands
  • Self-motivation and initiative – Finds things that need to get done and sees them through from start to end with little supervision
  • A quick and self-learner – Can quickly pick up new concepts, idea, tools or system and make them into to practical working skills effectively contributing to solving production issues
  • Problems resolution (root cause investigation, improvement activities based on issues trend)
  • Represent service team within network of key users and functional experts in region

Experience For Service Level Management Senior Analyst Resume

  • Service take on of new software rollouts from deployment teams
  • Software developments (enhancements) based on business requests and recommended template solutions
  • Software release cycle management
  • Support processes continuous improvement based on ITIL framework
  • SAP experience from support or development / deployment side or from business side as a key user (modules MM, PP, QM, PM - experience in at least 2 of them)
  • Implement and improve support processes, which serve to manage the various relationships with service providers, both internal and external
  • Support the implementation and improvement of policies, processes, and procedures under the direction of the Manager, Service Management Centre
  • Support ISO compliance procedures and audit activities annually

Experience For Senior Analyst Service Mgmt Resume

  • Deliver the role of “Change Manager”, acting as Chair and participate in internal and Customer facing Change Advisory Boards (CABs). As required, organise Change Review boards to facilitate the preparation and assessment of RFCs
  • Deliver the operational management of all types of Change, Release and Requests for Customers
  • Support Project teams to ensure Change management procedures are incorporated into their plans for new solutions and services
  • Drive improvements to build a standard Service Request Management & catalogue process across toolsets and Customers
  • Coordinate and prioritise Service Request Management processes to achieve targets and expectations: - Customer satisfaction - KPIs, SLA and OLAs - Process efficiency

Experience For Senior Analyst, Service Company Resume

  • Execute assigned audit, monitoring and testing activities for the business unit
  • Able to manage and plan projects; required to manage multiple projects at one time and deliver according to management timelines
  • Analyse Service Request Management Metrics to identify issues and improvements (delegate as required to Analyst Team)
  • Deliver the Service to new Customers through Service Transition into the operational environment and ensure that through Service Transition, the Operational Readiness process is applied within the environment for new, amended, retired services
  • Be aware of and understand the applicable regulatory requirements arising from the unit’s activities and accountabilities; Assist in providing guidance to management to ensure effective risk and control processes and practices are in compliance with bank and regulatory requirements

Experience For Service Request Management, Senior Analyst Resume

  • Establish positive working relationships internally to ensure an understanding of bank policies, standards, strategies, tactics, objectives and initiatives
  • As required, provide input to the development of internal business unit audit plans and monitoring and testing plans
  • Support SRM business unit preparation for internal and/or external audits, exams, and/or assessments
  • Handle and resolve complex matters, core business critical issues, disputes, queries and complaints from internal business partners and customers
  • Lead, execute and support Incident, Problem and Change Management processes across the Global IT organization
  • Perform review and/or investigation of Incident, Problem or Change tickets, including closure categorization, user satisfaction survey, and completion of Incident, Problem or Change documentation
  • Enforce published standards and policies for IT Incident, Problem Management and Change Management

Experience For Joint Service Provider Senior Fusion Analyst Resume

  • Develop strategic IT processes based on ITIL best practices
  • Access confidential customer information/ data and line of business financial information
  • Excellent interpersonal skills and influencing skills: be confident, proven record of good judgement. Possess a flexible approach, the ability to identify risks
  • Mental skills required in areas of reading and interpretation of data, language, analytical, investigative, very strong verbal and written communication, exceptional attention to detail, multiple project tasking
  • Projects successful delivery
  • Analyzes localized metrics
  • Complete higher education

Experience For IT Senior Service Management Analyst Resume

  • 3 a 5 años de experiencia
  • Experience in an enterprise IT environment working with Incident, Configuration or Change Management or at least 2 years of experience in TCF Service Desk, or Operations
  • Translate technical components and technical services so that business partners can understand
  • Define and maintain policies and procedures
  • Collaboratively with colleagues across technical teams and business teams
  • Receptive to feedback about what has gone well and/or could be better
  • RSA Archer Disaster Recovery Management System

Experience For Senior Infrastructure Service Mgmt Analyst Resume

  • Exposure to Risk or Audit functions
  • ITIL Foundation v3.0
  • CPA/CA as asset

List of Typical Skills For a Service Senior Analyst Resume


Skills For Senior Service Provider Analyst Resume

  • Tibco Spotfire application training and experience an asset
  • Solid knowledge and understanding of internal business partner’s key products and services, processes, controls and organization
  • Experience in auditing / controller
  • Expert skill level in Microsoft Access and Excel required
  • Experience with Incident Problem, Configuration and Change Management processes
  • A good team worker, flexible, supportive, listener, proactive, provide guidance and advice
  • Developing, defining and maintaining IT Scorecard KPI’s, metrics

Skills For Senior Service Recovery Management Analyst Resume

  • Maintaining and updating SLM documents, SharePoint’s and procedures when required or notified of a change
  • Driving the continual improvement of Service Management processes
  • Working knowledge of responsible ITIL Service Mgmt. discipline
  • Willing and able to challenge constructively and offer up ideas for continual service improvement
  • Continue to advance the capabilities of business unit by coordinating internal / external training opportunities as advised by Sr. Management

Skills For Senior Service Management Analyst Resume

  • Conduct and or participating in process audits and resolving any breaches in process
  • Knowledge of risk management, compliance, audit internal controls monitoring and testing is desirable
  • Callout: to be escalation point outside working hours for emergency issues during duty days
  • Knowledge of Private Client Investment practices and the Banking sector
  • Provide process and/ or supporting tool enhancement recommendations

Skills For Service Level Management Senior Analyst Resume

  • Provide leadership and mentoring to Service Management Specialists and Consultants
  • Responds to requests via multiple sources such as ticketing system, phone and email. Generates activity and status reports
  • Expertise in programming and query languages SQL, HIVE and Python, Scala
  • Provide ongoing IT support to the business within the functional area via
  • Tickets resolution (incidents, requests), including involvement other teams

Skills For Senior Analyst Service Mgmt Resume

  • Support the Regional Service Delegate (RSD) in managing the delivery of technology services from various local and global teams and external suppliers
  • The role is responsible for ensuring these processes are followed and managed consistently across our Business Change and Technology team
  • Monitor compliance and ensure the processes and procedures are being adhered to by Capita MITS and Customer teams
  • Provide presentations on Service Management processes in area of expertise: customer facing, Internal and as required for ISO Audits
  • Liaise with the Service Delivery and the wider Management Teams during the design, build and transition to production
  • Support the mentoring of the Service Management Analysts where responsibilities have been assigned within Capita MITS
  • Deliver process and toolset training to both Capita service delivery teams and the Customer (as required)
  • ‘can do’, solutions focused, willing and able to adapt and change to situation as they arise with a clear headed approach
  • High level of proficiency with all MS Office products, including Excel, PowerPoint and Word

Skills For Senior Analyst, Service Company Resume

  • Resolve operating/ technical problems within area(s) of expertise. Participate in the resolution of problems outside direct authority
  • Strong experience with Service Management processes and tools with a deep understanding of Incident, Problem and Change Management and solid understanding of Incident Trending, Analysis and Service Improvement
  • Knowledge and experience of Major Incident, Change and Problem Management and working to SLAs and other typical KPIs and targets associated with these disciplines
  • Demonstrate high quality work; Be a positive role model for others
  • At least five years’ experience in an IT Infrastructure department
  • Canadian Securities Course as an asset
  • SEC Series 99 Examination as an asset
  • Chartered Financial Analyst program enrollment or Charter Holder as asset

Skills For Service Request Management, Senior Analyst Resume

  • Large Enterprise Critical Invoice Reconciliation
  • BMO Hiperos Supplier Engagement Management System as asset (SEMs)
  • Supplier Governance knowledge as an asset
  • Cost optimization tactics, and techniques to reduce variable spend
  • BMO SmartProcure COUPA system knowledge an asset
  • Stay abreast of general industry trends and regulatory developments with the potential to impact the SRM Operating Group and also suppliers managed by business unit
  • Maintain regular communication with Sr. Manager concerning work progress and operate within authority for the role
  • Be seen as knowledgeable within the assigned ongoing governance controls specific to the business unit’s compliance with Bank policies and corporate standards
  • Be seen as a knowledgeable person in supplier management/ third party risk management, keeping current on new thinking/practices

Skills For Joint Service Provider Senior Fusion Analyst Resume

  • Provide the Sr. Manager with input on process recommendations and improvements and potential gaps in control environment
  • Share knowledge of best practice processes with SRM staff
  • Become proficient in the use of tools available to enhance risk, regulatory oversight and productivity of the role’s overall responsibilities
  • Proactively manage assigned governance responsibilities, identify risks, and continuous improvement
  • Help to drive positive change in the business unit based upon high quality work, thoughtful in its preparation and direction

Skills For IT Senior Service Management Analyst Resume

  • Become knowledgeable about our business; gain an understanding the internal and external third party risk management and supplier management disciplines, thinking about the efficiency and effectiveness of our control processes, being seen as credible
  • Work closely with process and tool owners to enhance process effectiveness and efficiency
  • Contribute to the advancement of Supplier Relationship Management’s professional practices
  • Conduct process execution on a day-to-day basis
  • Meet Key Performance Indicators targets

Skills For Senior Infrastructure Service Mgmt Analyst Resume

  • Embrace the Service Management vision
  • Work with other Process Owners to resolve conflict between processes
  • Concern for accuracy and quality with the ability to pay attention to detail
  • The ability to work well as part of a team and independently
  • Familiarity with HIPAA, COBIT, ITIL, CMMI and other process standardsIL - Chicago, TX - Richardson
  • Prince 2 Foundation or Certified Associate in Project Management (CAPM)
  • Be able to work and deliver high quality in a high pressure, fast paced environment

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