Job Description:

The ITSM Analyst is responsible for the execution of ITSM processes in accordance with Fidelity Investments’ Incident, Problem, Change and Release Management process guidelines. The Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all production ITSM activities in order to maximize service quality and delivery. The individual will work closely with key business partners to guide and assist them on processes, while improving the ITSM policies and procedures in partnership with the ITSM Oversight team. Candidate should be willing to work in rotational/flexible shifts.
 

The Expertise and Skills You Bring

• Bachelor’s degree preferred

• 8-10 years in a similar operational role preferred

• Shown understanding of ITIL standard methodologies

• Act as incident manager – ability to command incident triage bridges ensuring the quickest possible mitigation, including incident facilitation, troubleshooting/triaging capabilities and recommendations for incident mitigation

• Publish clear and concise incident communications that provide subscribers with relevant information including business impact and mitigation status

• Facilitate Change Advisory Board meeting(s) to provide visibility / approval for notable change activity

• Lead and coordinate all stages in the release process including planning discussion, communication, implementation coordination, and process consistency

• Capability to partner with BU teams on stability opportunities based upon reporting/trending findings as well as operational readiness

• Knowledge of Cloud, Network, Infrastructure & Microsoft products

• Must have full grasp of the ITIL practices to support the day-to-day operations

• Ability to quickly learn new concepts and technologies to support day to day operations

• Customer orientated personality exhibiting integrity and passion

• Analytical & detail orientated thought process with the ability to take methodical approach to activities such as data analysis & stability trending

• Good technical background with the ability to discuss architecture, hardware, and software concepts

• Excellent verbal and written communication skills

• Demonstrate ability to form trusted working relationships with business unit team members through collaboration and improved effective communications

• Exposure to DevOps and Agile practices

• Expert user of ITSM products

The Team

This position sits within the Enterprise Infrastructure (EI) Operations organization and will be responsible for providing operational support within the Fidelity Service Center. Our team supports internal customers spread across a variety of business units as well as external customers utilizing Fidelity’s services and products.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).” 

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.