Service Delivery Management, Analyst

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

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world's leading financial groups. Across the globe, we're 150,000 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.

Job Summary:

The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities, business engagement, and program initiatives. This role is responsible for ensuring operational excellence through IT Service Management (ITSM) practices, application and batch operations support, and delivering actionable insights via data analytics and reporting. The analyst will work closely with management to implement process improvements, monitor KPIs, and support strategic projects aligned with organizational goals.

Responsibilities:

• Align operational activities with organizational objectives and contribute to continuous improvement initiatives.
• Support governance and compliance efforts for IT Service Management (ITSM) processes.
• Provide actionable insights through Power BI dashboards and reports to enable data-driven decision-making.
• Assist in defining and monitoring KPIs to measure operational performance and identify improvement opportunities.
• Ensure all tasks are executed in accordance with established procedures and compliance standards.
• Document and escalate incidents per departmental guidelines, ensuring timely resolution and accurate reporting.
• Prepare and deliver operational metrics and reporting using Power BI, Excel, and other tools.
• Support project execution by applying project management best practices and coordinating with cross-functional teams.
• Contribute to process documentation and maintain accurate operational records for audit and compliance purposes."
• Ability to thrive in a changing environment.
• Ability to manage multiple projects with multiple priorities
  •
• A team player with excellent written and verbal communication skills and strong organizational skills.
• Must have a service-oriented attitude with excellent problem solving and analytical skills.
• Possesses the ability to work independently, self-motivated, and highly focused.
• Must have strong interpersonal and leadership skills

Qualifications:

• 1 - 2 years of IT operations and production support experience
• Proficiency in Power BI for creating dashboards, visualizations, and management reporting
• Experience in enterprise IT operations, monitoring practices, and technologies for successful IT service delivery.
• Expose in applying Service Operations concepts (Incident, Change, and Problem Management) to industry-standard frameworks and best practices.
• Experience in preparing and managing KPI reports and metrics for multi-functional teams.
• Skilled in processing documentation, data analysis, and analytics.
• Ability to support project efforts and apply project management best practices.
• Experience collaborating with application management teams, senior executives, and line managers in matrixed environments with the ability to influence and drive change.
• Understanding concepts of ITSM principles and implementing best practices.
• Experience ensuring consistent processes for analyzing and processing notifications, warnings, and alerts for event management.
• Knowledge of production batch scheduling, transmission services, and application support (is a plus)
• Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace.
• General knowledge of IT infrastructure, architecture and capability planning.
• Strong written and verbal communication skills.
• Proficient in Microsoft Excel, Word, and PowerPoint.

Education:

• Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience

"Visa sponsorship/support is based on business needs. We do not anticipate providing visa sponsorship/support for this position."

The typical base pay range for this role is between $79k - $105k depending on job-related knowledge, skills, experience, and location. This role may also be eligible for certain discretionary performance-based bonuses and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA). The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual's associates or relatives that is protected under applicable federal, state, or local law.