Automation and Innovation Solution Analyst, Avp

2 weeks ago

Tampa, United States MUFG Bank, Ltd. Full time

**Do you want your voice heard and your actions to count?**

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we’re 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

**Summary**

In this role you will focus on improving all Service Desk processes and tools through automation and innovation. You will be the driving force for automation by navigating through complex compliance and regulatory hurdles, working with business leadership, partnering across platform teams, development teams, product owners, and security teams to succeed. The Automation and Innovation Solution Analyst will enjoy and thrive on solving complex problems through automation & innovation, ultimately improving the customer experience and Service Desk performance. Your creative thinking will come up with outside-of-the-box solutions by analyzing all processes and technologies to improve productivity and efficiency. You will help us work smarter, not harder.
Knowing we have finite resources, time, and budget, you will drive improvements to the identification, prioritization, support, and resolution of end-user service requests and incident issue resolution (level two/field support). Responsibilities include automating, defining, maintaining, and reporting on service level agreement (SLA) compliance and metrics and working closely with business and technology teams to forecast demand, deploy end-point technologies, and drive continuous improvements across process and technology used by our employees and our support organization.

The Automation and Innovation Solution Analyst is a critical role within our IT Service Management (ITSM) operation. This team supports internal operations and employees. The Automation And Innovation Solution Analyst is primarily focused on ensuring a world class employee experience in all aspects related to technology by enabling our Service Desk team through knowledge base, training, process improvement, ensuring availability and capability of support tools, recommendations for and implementation of improvements through process, technical, and trend analysis, supporting special projects, and serving as escalation point to the Service Desk team and management as advanced members of the support organization. You will also engage with other areas of the IT organization and advance issues that extend beyond level 1 & 2 span of control.

The Automation And Innovation Solution Analyst will also provide first contact support for all internal employees as well as customer facing problems related to hardware, software, networking, and will support our major incident management group by representing Service Desk during incident management operations.

To be successful in this role, you will rely on your proven IT troubleshooting skills, analytical aptitude, broad technical knowledge, and supervisory experience to “hit the ground running”.

**Work Experience**

5-7+ years' experience in IT delivery services across a large organization required. Experience in the banking or finance industries preferred. Experience in a highly regulated industry preferred.

**Responsibilities**
- Resolve service desk tickets and improve service methods as directed, ensuring compliance with customer service standards and procedures.
- Ensure the availability of required hardware, software, and other tools necessary for the delivery of high-quality IT service.
- Identify operational needs and recommend strategies to improve service processes.
- Communicate with business unit clients to identify their requirements and facilitate the process for meeting their needs.
- Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks
- Maintain up-to-date knowledge of hardware, software, and general IT systems
- Oversee the installation and setup of IT workstations and networks as required.
- Maintain accurate inventory of hardware, software, and other relevant technological tools
- Ensure the security and integrity of ticketing systems and databases
- Actively participate in procedure updates & improvements, knowledge base documentation & maintenance, and recommenda

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