Service Delivery Management, Analyst & Reporting

Join Mitsubishi UFJ Financial Group (MUFG)

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.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary

The Service Operations Analyst will support the Service Operations Department by managing day-to-day operational activities, business engagement, and program initiatives. This role is responsible for ensuring operational excellence through IT Service Management (ITSM) practices, application and batch operations support, and delivering actionable insights via data analytics and reporting. The analyst will work closely with management to implement process improvements, monitor KPIs, and support strategic projects aligned with organizational goals.

Responsibilities

Align operational activities with organizational objectives and contribute to continuous improvement initiatives. Support governance and compliance efforts for IT Service Management (ITSM) processes. Provide actionable insights through Power BI dashboards and reports to enable data-driven decision-making. Assist in defining and monitoring KPIs to measure operational performance and identify improvement opportunities. Ensure all tasks are executed in accordance with established procedures and compliance standards. Document and escalate incidents per departmental guidelines, ensuring timely resolution and accurate reporting. Prepare and deliver operational metrics and reporting using Power BI, Excel, and other tools. Support project execution by applying project management best practices and coordinating with cross-functional teams. Contribute to process documentation and maintain accurate operational records for audit and compliance purposes.

Qualifications

1 - 2 years of IT operations and production support experience. Proficiency in Power BI for creating dashboards, visualizations, and management reporting. Experience in enterprise IT operations, monitoring practices, and technologies for successful IT service delivery. Experience in applying Service Operations concepts (Incident, Change, and Problem Management) to industry-standard frameworks and best practices. Experience in preparing and managing KPI reports and metrics for multi-functional teams. Skilled in processing documentation, data analysis, and analytics. Ability to support project efforts and apply project management best practices. Experience collaborating with application management teams, senior executives, and line managers in matrixed environments with the ability to influence and drive change. Understanding concepts of ITSM principles and implementing best practices. Experience ensuring consistent processes for analyzing and processing notifications, warnings, and alerts for event management. Knowledge of production batch scheduling, transmission services, and application support (is a plus). Familiarity with applications and tools such as CA Autosys, ServiceNow, Dynatrace. General knowledge of IT infrastructure, architecture and capability planning. Strong written and verbal communication skills. Proficient in Microsoft Excel, Word, and PowerPoint. Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience.

Our Culture Principles

Client Centric, People Focused, Listen Up. Speak Up., Innovate & Simplify, Own & Execute