Service Management Analyst, Digital Support Job at Bombardier (Administrative Centre)

Service Management Analyst, Digital Support

At Bombardier, we design, build and maintain the world’s peak-performing aircraf...

Location

Canada , Dorval

Salary:

Not provided

Bombardier

Expiration Date

Until further notice

Requirements

Bachelor’s degree in computer science or related field
3+ years’ experience navigating operational procedures within a structured Service Management environment
Proven experience working within Level 1 through 3 customer support models
Strong familiarity with ITIL frameworks, ISO standards, and ServiceNow
Advanced problem-solving and analytical capabilities to diagnose complex technical issues
Excellent English interpersonal skills, with the ability to communicate technical concepts clearly to diverse global teams and customers
Project management and change management skills
Practical knowledge of Salesforce Case Management and JIRA (highly preferred)

Job Responsibility

Serve as the first point of contact for all digital service requests via phone, email, and Salesforce Case Management
Troubleshoot and resolve technical issues efficiently to ensure prompt service restoration and minimal downtime
Log, track, and thoroughly document all user interactions and resolutions within Salesforce to maintain data integrity
Evaluate and route complex issues exceeding Level 1 or 2 capabilities to the appropriate specialized technical teams
Execute core administrative tasks, including password resets and user provisioning, within the Access Request Management System (ARMS)
Maintain transparent, consistent updates for customers regarding the status and progress of their support requests
Identify recurring trends and perform root cause analysis to implement long-term fixes and prevent future incidents
Deliver high-quality customer service, ensuring user satisfaction through professional and empathetic problem-solving
Contribute to knowledge-sharing sessions and actively update the Knowledge Base with new solutions, procedures, and technical documentation

What we offer

Insurance plans (Dental, medical, life insurance, disability, and more)
Competitive base salary
Retirement savings plan
Employee Assistance Program
Tele Health Program

Fulltime

Senior Service Support Analyst

As a Service Support Analyst you will work as part of a Managed Service team to ...

Location

United Kingdom , Bristol; London; Manchester; Swansea

Salary:

43000.00 - 53000.00 GBP / Year

Made Tech

Expiration Date

Until further notice

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiarity with scripting (Python, SQL etc.) skills and knowledge of how they are used for administration, monitoring and support tool configuration
Familiarity with IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools and knowledge of how they are used for deployments
Experience of running disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
Familiar with following incident, change and problem management processes

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues

What we offer

Flexible benefit platform which includes a Smart Tech scheme
Cycle to work scheme
Individual benefits allowance which you can invest in a Health care cash plan or Pension plan
Optional social and wellbeing calendar of events
30 days of paid annual leave plus bank holidays
Flexible Working Hours
Flexible Parental Leave
Remote Working (part time remote working for all our staff)
Paid counselling as well as financial and legal advice

Fulltime

Service Support Analyst

As a Service Support Analyst you will work as part of a Managed Service team to ...

Location

United Kingdom , Bristol; London; Manchester; Swansea

Salary:

33000.00 - 43000.00 GBP / Year

Made Tech

Expiration Date

Until further notice

Requirements

Strong IT background with experience supporting digital and/or data services in the production environment
Strong customer service background, working in 2nd line support
A logical, analytical approach to problem solving
Knowledge of network and firewall infrastructure
An understanding of the UK public sector
Familiar with solutions that use scripting (Python, SQL etc.), IaC (Terraform, Ansible etc.) and DevOps (GitLab, Bitbucket etc.) tools
Experience of supporting disaster recovery activities in the production environment
Understanding of ITIL and ISO20000
An ability to run or lead an ITIL process/function such as Incident, Problem, Change or Release Management
Familiar with following incident, change and problem management processes

Job Responsibility

Responsible for the efficient triage and resolution of issues to minimise the impact to our clients and their end users - collaborating with internal and client teams where required
Provide first fixes for incidents wherever possible, escalating with appropriate handover where required
Pro-actively monitor and manage production solutions to maintain availability and performance
Provide shift based coverage, performing handover to support teams on preceding and subsequent shifts
Provide feedback and propose solutions to the wider team on how to improve performance, capacity and usability
Communicating clearly with various support teams such as security or product regarding active incidents, problems or changes
Manage user service requests such as IAM or tool provisioning in line with contracted SLAs
Provide technical, operational and communication support during major incidents or outages
Maintaining CMDB records including patches, upgrades and licences
Talking with end users and/or Level 1 agents to determine the nature of problems, diagnosing the source of issues

What we offer

30 days Holiday
Flexible Working Hours
Flexible Parental Leave
Remote Working
Paid counselling
Smart Tech scheme
Cycle to work scheme
individual benefits allowance which you can invest in a Health care cash plan or Pension plan
optional social and wellbeing calendar of events

Fulltime

Senior Analyst, Digital Service Experience

We are seeking a motivated and versatile Senior Analyst, Digital Experience to j...

Location

United States , Philadelphia

Salary:

Not provided

Comcast

Expiration Date

Until further notice

Requirements

Preferred tool/software knowledge: Adobe Suite, Microsoft Suite, Smart Sheet, Confluence and/or Jira
Strong ability to translate business objectives and user needs into clear product requirements and actionable user stories
Excellent communication and collaboration skills, with the ability to work effectively across different functions and levels of the organization
Ability to think strategically and act tactically, with a keen eye for detail and a passion for continuous improvement
A generalist mindset, with the ability to adapt and excel across various functions within the product lifecycle
Employees at all levels are expected to: Understand our Operating Principles
Own the customer experience
Know your stuff
Win as a team
Be an active part of the Net Promoter System

Job Responsibility

Effective Communication: Strong verbal and written communication skills
Team Support & Stakeholder Collaboration: Contribute to a collaborative, inclusive team culture
Work with various project teams to understand business and user needs
Experience Requirements: Assist in translating business needs into product requirements
Identify opportunities to develop and enhance the customer experience
Provide input on UI/UX designs
Problem-Solving & Continuous Improvement: Participate in identifying and resolving product-related issues
Complete assessments such as current state evaluations, process flow mappings, and gap analyses
Project Coordination: Collaborate with internal teams and external partners to support the management of product-related initiatives
Help to identify and track timelines, deliverables, and dependencies

What we offer

Medical, prescription, vision, and dental insurance for eligible employees
401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
Paid time off including eight observed company holidays and flex time
Exclusive perks + discounts, including tuition assistance, commuter benefits and more

Fulltime

Senior Analyst Account Management Digital Partnerships EU

Mastercard is a global technology company in the payments industry. Our mission ...

Location

Portugal , Lisbon

Salary:

Not provided

Mastercard

Expiration Date

Until further notice

Requirements

Be customer centric and solutions driven by nature, always looking for the best answer and the best solution for our customer combining our answers with Mastercard’s objectives and priorities
Value interactions and open communication with both our customer and Mastercard stakeholders
Be curious and continually look at the market and competition to see what is happening. This role is addressing all possible aspects of payments (issuing, acquiring, digital wallet, Transfer Services, future of commerce, mobile PoS, etc.)
Eager to get close to the customer to find out what their needs are and how Mastercard can support our joint interests
Creative thinking to offer complementary products or services that can also help the customer
Be skilled at explaining and presenting succinctly and clearly
Abide by Mastercard’s security policies and practices
Ensure the confidentiality and integrity of the information being accessed
Report any suspected information security violation or breach
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines

Job Responsibility

Act as the dedicated Senior Analyst for one key European customer, serving as day-to-day point of contact for operations, questions and issue resolution
Provide operational support to the customer and contribute to the efficient execution of the business
Serve as the single point of contact for operations, finance, and franchise-related topics, coordinating with internal teams and subject matter experts
Challenge the status quo, proactively identify issues and opportunities, and take ownership of resolution
Prepare and present insights and results to the customer in a clear and compelling manner
Lead the preparation of Quarterly Business Reviews (QBRs), including gathering inputs from stakeholders and creating high-quality presentation materials

Fulltime

Avp-analyst (digital finance & artificial intelligence risk management)

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s o...

Location

India , Bengaluru

Salary:

Not provided

Moody's

Expiration Date

Until further notice

Requirements

9+ years of experience, including 5+ years in technology governance, risk, and control, covering self assessments, control evaluation, and regulatory compliance within financial services, with a strong focus on AI and digital finance
Broad technology experience across digital finance, AI, data, and large scale systems, operating in highly regulated, global environments with significant complexity
Hands on experience with GRC platforms (e.g., OpenPages or similar) and strong proficiency with the Microsoft Office suite
Proven ability to navigate product and tool development, particularly at the intersection of technology and data, partnering closely with engineering and business teams
Strong stakeholder management skills, building and sustaining effective relationships between business, technology, risk, and compliance stakeholders
Demonstrated capability to evaluate and prioritize strategic initiatives, balancing competing stakeholder needs and driving alignment across AI, digital finance, technology, and data priorities
Highly effective, independent contributor with strong analytical thinking, communication skills, adaptability, and experience leading or contributing to large, cross functional global initiatives
Master’s or Bachelor’s in a technology discipline (Computer Science, Information Management, Computer Engineering, Cyber Security or equivalent)
Relevant certification is desirable, e.g., CISSP, CISM, CISA. Working knowledge of Risk Management life cycles based on established frameworks: NIST, ORX, ISO 27001

Job Responsibility

Implement and maintain risk controls for digital finance and AI processes as first line of defense (1LOD) for Digital Economy team
Identify, assess, and mitigate operational and technology risks across AI models, platforms, and digital finance tools
Collaborate with business units to embed risk management practices into day-to-day operations and ensure compliance with governance standards
Maintain complete, accurate, and timely documentation of controls, RCSAs, mitigation plans, and all risk activities within GRC tools to support effective monitoring and reporting
Monitor emerging AI and digital finance risks, escalate issues promptly, and drive timely remediation actions
Develop and track Key Risk Indicators (KRIs) and ensure adherence to tolerance levels
Support risk governance through committee reporting and by maintaining policies and procedures aligned with enterprise risk, regulatory, and compliance requirements
Provide training and guidance to business teams on AI and digital finance risk management practices
Partner with technology and vendor teams to manage risks related to platforms, models, third party dependencies, and data usage
Drive continuous improvement of risk processes, reducing complexity while enhancing efficiency, scalability, and control effectiveness

Principal Analyst I – Business Systems Analyst Digital Banking

Software Resources has an immediate job opportunity for a Principal Analyst I – ...

Location

United States , Irving/Dallas, TX

Salary:

Not provided

Software Resources

Expiration Date

Until further notice

Requirements

8+ years of related experience
Bachelor’s degree in related field required
Previous leadership experience preferred
Advanced knowledge of general Financial Services or Banking is preferred
Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
Advanced to expert in process and data analysis within one or two domains or functional areas with deep critical thinking skills
Experience working as a SME across one or two domains or functional areas
Advanced speaking and writing communication skills
Occasional travel required
Previous experience in working on digital transformation programs, Core and Digital Banking conversions (such as Client, FIS, Client, and Q2 Digital Banking)

Job Responsibility

Lead activities to review current processes and metrics that support operational effectiveness
Identify constraints or opportunities that inhibit or accelerate the business and technology strategy
Develop options or approaches to improve business outcomes
Drive implementation of solutions to achieve desired results
Accountable for the development and review of artifacts to ensure they accurately describe current state processes, practices, and/or metrics
Determine root cause for constraints in the process
Take part in the identification of alternative processes and practice options with associated impact on KRIs/KPIs or Operational Metrics
Track and communicate enhancements to the current process and practices as to whether the desired results are being realized through the use of data, metrics, and other quantitative measures
Engage with enterprise subject matter experts and stakeholders to tackle complex issues or opportunities that require significant coordination and alignment across different business units
Accountable for understanding the problem statement or opportunity, capturing current state insights while also providing options and recommendations to the identified stakeholders

What we offer

medical, dental, and vision coverage
a 401(k) with company match
short-term disability
life insurance with AD&D

Principal Analyst I – Business Systems Analyst Digital Banking

We have an immediate direct hire/perm opening for a Principal Analyst I-Business...

Location

United States , Columbus

Salary:

Not provided

Software Resources

Expiration Date

Until further notice

Requirements

8+ years of related experience
Bachelor’s degree in related field required
Previous leadership experience preferred
Advanced knowledge of general Financial Services or Banking is preferred
Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
Advanced to expert in process and data analysis within one or two domains or functional areas with deep critical thinking skills
Experience working as a SME across one or two domains or functional areas
Advanced speaking and writing communication skills
Occasional travel required
Previous experience in working on digital transformation programs, Core and Digital Banking conversions (such as Client, FIS, Client, and Q2 Digital Banking)

Job Responsibility

Lead activities to review current processes and metrics that support operational effectiveness
Identify constraints or opportunities that inhibit or accelerate the business and technology strategy
Develop options or approaches to improve business outcomes
Drive implementation of solutions to achieve desired results
Accountable for the development and review of artifacts to ensure they accurately describe current state processes, practices, and/or metrics
Determine root cause for constraints in the process
Take part in the identification of alternative processes and practice options with associated impact on KRIs/KPIs or Operational Metrics
Track and communicate enhancements to the current process and practices as to whether the desired results are being realized through the use of data, metrics, and other quantitative measures
Engage with enterprise subject matter experts and stakeholders to tackle complex issues or opportunities that require significant coordination and alignment across different business units
Accountable for understanding the problem statement or opportunity, capturing current state insights while also providing options and recommendations to the identified stakeholders

What we offer

medical, dental, and vision coverage
a 401(k) with company match
short-term disability
life insurance with AD&D

Fulltime

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Service Management Analyst, Digital Support

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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