IT Application Operations Service Analyst

Req ID: 328138

We are currently seeking a IT Application Operations Service Analyst to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).

Mandatory Skills Required:

Microsoft Technologies: L2 Operations experience, ITIL, Service now

• Service Now: ITSM, CSM, Reporting & Dashboards

• Monitoring & Observability Tools: Azure Alerting

• Optional: Databricks, DataIKU

• Familiarity with DevOps Pipelines

Incident management according to defined service levels

Resolving incidents within Service Desk assignment group with the help of the

knowledge base

§ Qualify and enhancing incident description and document activities in MR

ServiceNow

§ Inform users about the ticket status

§ Ticket processing according to the status model

§ Dispatching to other assignment teams

§ Monitoring all open and unassigned incidents within BDAP

§ Coordinating joint activities and cooperating with other 2nd/3rd level support

groups inside and outside the own service organization

§ Documenting solutions in the knowledge base (Knowledge Management or in

FAQs on AnalyticsNet)

§ Monitor SLA status or close breaches

§ Handle IT Security or mayor incidents, if necessary, by initializing BDAP Internal

Critical and Security Incident Team

Alert processing according to defined service levels

§ Processing of IT Security alerts according to knowledge articles

§ Processing of Operational alerts according to knowledge articles

§ Handling of Azure Service Health information

§ Define knowledge articles for new types of alerts

Service Request management

§ Prequalify, approve and document activities in the MR ServiceNow notes

§ Tracking the Request workflow

§ Perform compliant firewall requests and changes on behalf of users (De- and

whitelisting)

§ Creation of new Service Requests (templates) for the Digi-Ops Service Catalog

and maintenance of existing ones

§ Prioritize ticket handling within full Digi-Ops team and define ticket priority based

on defined standards

Request Changes or Service Requests for Digi-Ops team

§ Manage firewall requests for DO team (De- and whitelisting) and keep

PIP_Whitelisting_Status overview up to date

§ Track status, clarify questions, push the workflow and actively report back to

team

§ Present changes / service requests in CABs (change advisory boards)

User Communication

§ Distribution in official media channels (AnalyticsNet, Yammer, by mail to the

target groups, MS Teams channel)

§ Maintain AnalyticsNet

§ Provide FAQs, Known Errors and update existing ones

§ Post important announcements

§ Post maintenance windows and downtimes

§ Check for completeness of relevant information (FAQs, user guides, etc.)

Knowledge management

§ Update knowledge base / wiki articles & documents

Pick up new topics document accordingly and train new Service Desk team members accordingly

§ Manage DO knowledge base in MR ServiceNow

§ Manage keywords (meta data) within knowledge base

§ Read user guides and other AnalyticsNet content, proactively check for

completeness, share

Knowledge in team

Event support

§ Support events within the Data Analytics community in a self-coordinated way

(e.g. technical preparation of wide-range training activities, Datathon support,

etc.)

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