ServiceNow Implementation and Support… at Mitsubishi UFG · Bengaluru

ServiceNow Implementation and Support - Sr. Analyst Location: MUFG Global Service Private Ltd. - Bengaluru (BCIT) 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. EDUCATION • Degree or equivalent work experience equally preferable. • Undergraduate degree in computer science, information technology or any engineering field CERTIFICATIONS • [Include information as needed.] WORK EXPERIENCE • 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. • Knowledge of IT Service Management (ITSM) framework • Functions include but not limited to supporting Windows OS, MS Office/O365, end user computer systems, hardware, software, application, MDF/IDF, VoIP, network, WLAN, server, BYOD and VDI. FUNCTIONAL SKILLS • Proficiency with ServiceNow ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis • Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration • Experience in collaborating with offshore and other IT infrastructure teams • Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration • Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration • Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues • Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi-Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope • Proficiency in troubleshooting Microsoft Windows operating systems • Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue • Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing • Proficiency in administering Network file sharing including drive mapping, permissions, and troubleshooting • Familiarity with Linux / Unix is a plus • Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec • Familiarity supporting VPN issues • Familiarity supporting multi-factor authentication (RSA, MS MFA, etc.) • Familiarity with home network troubleshooting • Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue • Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration • Experience in collaborating with offshore and other IT infrastructure teams FOUNDATIONAL SKILLS • Communicates effectively • Identifies multiple paths to success through the development of analytical, critical thinking, and decision-making skills • Exercises sound judgement and strives for continuous improvement • Demonstrates optimism, resilience, flexibility, and openness to others' ideas • Learns while doing • Actively listens and asks thoughtful questions • Leverages available technology to achieve efficiency and results • Engages inclusively and with intent • Always acts with integrity • Analytical thinking • Iterative problem-solving • Serving as a trusted advisor • Ability to work effectively both independently and as part of a team RESPONSIBILITIES • High Level Responsibilities: • Interface with vendors to provide service on PCs and related hardware, and address complex problems and technical issues. • Install, configure, troubleshoot, and maintain office productivity enhancing tools, PCs, and related hardware; investigate hardware problems and perform minor repairs. • Maintain, upgrade, and deploy network systems and software applications for specific requirements and as needed. • Monitor calls and emails to maintain quality services and track problems, to ensure their timely resolution; maintain written documentation on each call, escalating complex problems to the next level of support. • Participate in the evaluation, testing, and integration of new office products or functions; provide analysis related to the design, development, and implementation of hardware for products; assist in developing testing strategies, devices, and systems. • Respond to inquiries and requests for assistance with organization's computer systems or PCs; provide technical support, troubleshoot, and resolve customer inquiries for one or more products or services. • Train new users on mobile applications/technologies; train existing users on new applications/technologies. • Work with end-users to determine the types of hardware and software required for office systems; coordinate supplies and set-up. • Details: • 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 • 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 • Identify operational needs and recommend strategies to improve service processes • Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks • Participate actively in procedure updates & improvements, knowledge base documentation & maintenance, and recommendations for systemic changes to improve our IT environment posture and user experience • Perform the Service Desk support role as second level, either to resolve the issue, or determine further escalation path • Act as the voice of the customer through best in class soft-skills, identification of chronic issues, and reporting of data driven findings including recommendations for resolution to management and engineering teams • Provide supervision and major incident coordination, reviews and validates long-term solutions mitigating future occurrences of a problem • Manage Service Desk tickets in a timely manner using various tactics as needed • Perform root cause analysis and develop templates, checklists, and references for typical problems • Ensure proper turnover for Service Desk staff for new services, changes in environment, and new M&A’s by translating requests into technical specifications, documentation development, training, and QA • Use analytical and creative thinking to address moderately complex assignments with minimal supervision; proactively contribute ideas for development and drive through development, approval, testing, and implementation • Perform remote troubleshooting through diagnostic techniques and pertinent questions; determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process, follow-up with customers to ensure issues are resolved, and direct unresolved issues to the next level of support personnel • Categorize and document issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.