JOB SUMMARY

Reporting to the Manager, Managed Services, the Managed Services Analyst is a senior technical role in IT requiring deep technical skills and excellent soft skill to fulfill a key function in the modernization and evolution of IT service delivery. This role is not expected to travel in the execution of their duties. 

The purpose of this position is to support a broad portfolio of on premises, cloud based, and hybrid solutions provided to the business. The Managed Services support model requires a collaborative approach with Corporate Services, IT Security & Risk Management, Business areas, and vendors to ensure each solution in their portfolio has an Application Lifecycle Plan, a Vendor and Contract Management Plan, an IT Security Risk and Compliance Plan, and to carry out the required budgets and financial planning activities. The Managed Services Analyst will be responsible for working with each key area to develop the overall lifecycle management plan/roadmap for each solution. The Managed Services Analyst will work collaboratively with divisional leaders/designates and vendors to develop, document, and mature new capabilities, processes, and procedures. The Managed Services Analyst will provide input into IT, AGLC divisional, and corporate project budgets.

The Managed Services Analyst will also prime selected divisional projects and enhancement activities. The Managed Services Analyst will also provide inputs to operational planning, and both tactical and strategic plans for their section/unit.

Responsibilities: Strategy and Planning

• Provide inputs to leaders and peers for the development of strategic and operational plans for Managed Services Section
• Conduct research on emerging technologies in support of solution development efforts and recommend technologies that will increase effectiveness and systems flexibility.
• Conduct research on best practices and process development to support the growth and maturation of the Managed Services support approach.
• In collaboration with Enterprise Architecture and the IT Operations teams, develop and maintain an in-depth knowledge of the business drivers and priorities for each division, and technologies used within the assigned portfolio.
• Lead and facilitate the business areas, Corporate Services, vendors, and IT teams in the requirements gathering, development, documentation and implementation of the Managed Services detailed processes, including vendor and contract management, application lifecycle management, solution security and compliance, and related budget activities.
• Lead and facilitate the business areas, Corporate Services, vendors, and IT teams in the activities required to ensure each solution within the portfolio has a detailed solution roadmap or ‘pipeline’ that includes deliverables, KPIs and milestones for vendor and contract management, application lifecycle management, solution security and compliance, and related financial/budget items.
• Research and make recommendations on cloud-based solutions and software products and services in support of procurement, development, and support efforts.
• Lead cross functional teams in the definition of solution strategies and roadmaps, including alignment to vendor support and product roadmaps, as well as to emerging business use cases.
• Lead cross functional teams in the planning and development of corresponding strategies between business units and solution development teams that leverage integration, automation, and managed services tools and technologies.
• Develop, document, and implement processes and procedures that ensure solutions and applications meet business requirements and systems goals, and fulfill end-user requirements.
• Develop professional and technical relationships with vendors and understand vendor internal roadmaps.
• Participates as contributor and evaluator on assigned corporate project RFx processes

Responsibilities: Operational Management and Administration

• Adhere to IT Information Security processes and procedures, and ITSM processes and procedures such as Incident Management and Change Management.
• Ensure proper communication and escalation of systems issues to management and other stakeholders as required.
• Liaise with solution vendors for prompt rectification of any problems or emergencies.
• Ensure that all disaster recovery procedures exist for systems in accordance with the AGLC's Business Continuity Plan and are tested as required throughout the year.
• Evaluate and determine impact of new applications, systems software, products, and/or enhancements to existing solutions within designated solution portfolio.
• Provide appropriate level of support as assigned for corporate and divisional projects, and section initiatives.
• Assists in procurement

• Ensure in scope software products are licensed appropriately, with a view to optimizing value while ensuring contractual compliance.

• Develop appropriate analyses and documents for acquisition of technology.

SKILLS & ABILITIES

• Degree (or equivalent) in Computer Science or a related discipline plus four years’ industry experience, or equivalent combination of experience and education.
• Strong technical background in a broad range of technologies
• Ability to think critically and creatively, solve problems, make decisions, and build trust across the organization
• Ability to understand a strategic vision and the ability to assimilate this vision into effective actions for themselves and their team.
• Excellent interpersonal skills, including the ability to work across the organization and interact/influence/negotiate and facilitate effectively with colleagues and peers.
• Experience with the identification and successful deployment of new IT technologies and processes in a medium to large IT organization
• Experience with solution design and analysis
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities, especially in situations where they may have limited information.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service