Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets.
Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 600 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Finland and beyond.
Job Description
The Role
As a Senior IT Service Delivery Analyst, you will be responsible for supporting the IT Services Manager in ensuring the efficient and effective delivery of IT services. This role involves Deputising to cover many aspects of IT Service Management and Delivery including but not limited to Managing Major Incidents, Managing the internal Change Advisory Board, analysing problems, and working with our partner organisations to continuously improve IT service delivery processes.
PRINCIPLE ACCOUNTABILITIES
1. Support the Service Delivery Manager: Day-to-day operations including the IT Service management Inbox and IT Service Delivery ITSM queues.
2. Lead Change Management Advisory Board: Ensuring proper documentation and ensuring accountability for groups involved in changes as well as follow up for failed change and remedial activity.
3. Manage incident response processes: Supporting managed service provider with escalation, and resolution tracking.
4. Facilitate Issue Management activities: Collaborating with internal and supplier teams to ensure adequate follow up, including assisting with root cause analysis and prevention of recurring issues.
5. Conduct analysis to optimize IT service delivery and identify areas for improvement as well as quality improvement and initiatives.
6. Knowledge Management: Maintain Hub site with initiatives and knowledge to keep the customer informed as well as creating KB documentation for known issues.
7. Maintain and update service level agreements (SLAs) and key performance indicators (KPIs). Build and maintain dashboards and verify using other analytical methods for quality purposes.
8. Deputizes for IT Services Manager and Change management function.
Qualifications
We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.
If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...
KNOWLEDGE, EXPERIENCE AND SKILLS
1. Private Equity Expertise: Utilize experience in mid-market private equity-backed businesses to navigate and address challenges associated with the transformation process.
2. Bachelor's degree in Information Technology, Computer Science, or related field.
3. 5 years of experience in IT service delivery or a similar service management role.
4. Strong understanding of ITIL framework and best practices.
5. Proficiency in incident management and problem-solving techniques.
6. Experience with change management processes and tools.
7. Excellent communication and interpersonal skills, with the ability to interact with various stakeholders.
8. Strong analytical and reporting skills, with the ability to interpret complex data.
9. Familiarity with IT service management tools (e.g., ServiceNow, Jira).
10. Good time management and organizational skills.
11. Ability to work effectively under pressure and in a fast-paced environment.
12. Ability to engage in open, honest conversations with members of the Senior Management Team, peers and junior colleagues when discussing project performance, risks and issues.
If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.
Additional Information
Our Values
Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.
Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:
* METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance.
* ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done.
* GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency.
* INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
* CUSTOMER CENTRIC. We are customer-centric in all that we do.
* COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.
You’ve read a little about us – now it’s over to you!
If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.
It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.
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