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Job Title Service Management Analyst / End User Support
Corporate Title Associate
Location Jacksonville, FL
Overview
As the Service Management Analyst, you will become a member of the Global Monitoring & Stability team within Collaboration & Devices. This is a 24x7 L2, where you will follow the sun operations team supporting multiple products including Email, Unified Communications, SharePoint Online and OneDrive.
You will adhere to ITIL Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement.
This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison and Process management.
What We Offer You
What You'll Do
Skills You'll Need
Skills That Will Help You Excel
Expectations
It is the Bank's expectation that employees hired into this role will work in the Jacksonville office in accordance with the Bank's hybrid working model.
Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.
The salary range for this position in Jacksonville is $60,000 to $86,000. Actual salaries may be based on a number of factors including, but not limited to, a candidate's skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration.
Deutsche Bank Values & Diversity
We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds, and experiences. We pursue a working environment where everyone can be authentic and feel a sense of belonging. Click here to find out more about our diversity and inclusion efforts.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision
Learn more about your life at Deutsche Bank through the eyes of our current employees: https://careers.db.com/life
The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank's California Privacy Notice, please email HR.Direct@DB.com.
Deutsche Bank Benefits
At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That's why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!
#LI-HYBRID
Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision.
Job Title Service Management Analyst / End User Support
Corporate Title Associate
Location Jacksonville, FL
Overview
As the Service Management Analyst, you will become a member of the Global Monitoring & Stability team within Collaboration & Devices. This is a 24x7 L2, where you will follow the sun operations team supporting multiple products including Email, Unified Communications, SharePoint Online and OneDrive.
You will adhere to ITIL Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement.
This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison and Process management.
What We Offer You
- A diverse and inclusive environment that embraces change, innovation, and collaboration
- A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days
- Employee Resource Groups support an inclusive workplace for everyone and promote community engagement
- Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits
- Educational resources, matching gift, and volunteer programs
What You'll Do
- Develop thorough understanding of L2 responsibilities including, but not limited to: Incident handling, Service Request fulfilment, Change Management, Alarm monitoring, Availability and performance monitoring, monthly consumption analysis and reporting, Service Management functions, develop and maintain and publish Knowledge Articles, while following all guidelines and controls for all process to ensure compliance and quality
- Attend meetings such as Operational, Capacity etc. and take ownership for actions, while tracking the implementation of process improvement and responding to changes in production data as appropriate; providing regular and reliable reporting of relevant data to meet management requirements
- Understand thoroughly the end-to-end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area, while providing input and contributing to any and all product or service related audits, as well as striving to continuously increase knowledge and analytical skills to support more involved and complex tasks
- Proactively monitor the environment and monitor performance through various operational review meetings, as well as proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events. Assist with resolution efforts and perform root cause analysis as needed on major incidents
- Engage with other Service Management groups such as Engineering and Application Vendors, to understand new business requirements being introduced to the environment, as well as identify risks, issues and product defects related to applications and/or services and drive their resolution with other Service Management groups through Stability & Monitoring initiated projects
- Advanced L2 responsibilities, will include but not limited to: collect, analyze and produce metrics on process data for Key Performance Indicator (KPIs) to find improvements; identify, document and develop proposals to eliminate recurring issues; identify opportunities for automation and develop processes for artificial intelligence consumption, in addition to continuously recognizing areas for process improvements and working with appropriate Service Management groups to implement; identify and eliminate non-value added work and routine tasks that can be automated to drive efficiencies
Skills You'll Need
- Experience in Information Technology (IT) large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function with practical experience supporting technical end-user platforms such as: Virtual Data Rooms (VDR) / DocuSign / SharePoint Online / OneDrive / MSOffice / Exchange Online / MS Teams / Office 365.
- Experience in coordinating routine production activities and resource scheduling, run-book execution, supporting complex application and infrastructure domains, supervising a team, and working with Service Level Agreements (SLAs)
- ITIL / best practice service context
- Familiarization with Agile with working knowledge of incident tracking tools (i.e. Service Now, etc.)
- Ability to work remotely for Disaster Recovery (DR) and Business Continuity Management (BCM) events
Skills That Will Help You Excel
- Transparent Teamwork and effective multitasking and reporting
- Structured upward and downward communication with strong written and verbal communication skills
- Training skills and profound analytical skills
- Ability to work with diverse global teams as we as virtual teams and in a matrix structure and to learn new skills through self-learning
- Bachelor's degree from an accredited college or university with a concentration in IT or Computer Science related discipline or equivalent work experience and industry recognized technical certification or equivalent and ITIL V3 foundation certification (preferred)
Expectations
It is the Bank's expectation that employees hired into this role will work in the Jacksonville office in accordance with the Bank's hybrid working model.
Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.
The salary range for this position in Jacksonville is $60,000 to $86,000. Actual salaries may be based on a number of factors including, but not limited to, a candidate's skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration.
Deutsche Bank Values & Diversity
We believe talent is found in all cultures, countries, races, ethnicities, genders, sexual orientations, disabilities, beliefs, generations, backgrounds, and experiences. We pursue a working environment where everyone can be authentic and feel a sense of belonging. Click here to find out more about our diversity and inclusion efforts.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision
Learn more about your life at Deutsche Bank through the eyes of our current employees: https://careers.db.com/life
The California Consumer Privacy Act outlines how companies can use personal information. If you are interested in receiving a copy of Deutsche Bank's California Privacy Notice, please email HR.Direct@DB.com.
Deutsche Bank Benefits
At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That's why we are focused on providing benefits and perks that enable our colleagues to live authentically and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!
#LI-HYBRID
Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.
We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.
Visit Inside Deutsche Bank to discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.
We are an Equal Opportunity Employer - Veterans/Disabled and other protected categories. Click these links to view the following notices: EEO is the Law poster and supplement; Employee Rights and Responsibilities under the Family and Medical Leave Act; Employee Polygraph Protection Act and Pay Transparency Nondiscrimination Provision.
