Calyx Looking for IT Service Management Analyst at Hyderabad, Telangana Full Time

We’re on a mission to change the future of

clinical research. At Calyx, we help the

biopharmaceutical industry bring medical

treatments to the market, faster.

Our mission is to change the world

but to do this, we need people like you.

Apart from job satisfaction, we can offer you:
HEALTH:

• Medical plan for you and your dependents.
• Personal Accident Insurance
• Life Insurance
• Critical illness cover

WEALTH:

• Salary structure and Flexi basket
• Provident fund of 12%
• Gratuity scheme

YOURSELF: Internal growth and development programs & trainings

Job Purpose:
As IT Service Management Analyst your role will be accountable for ensuring value is achieved through the delivery of IT services via internal and external service providers. Ensuring that services are delivered as expressed in the service definitions or statements of work and that service levels are maintained and continually improved. Working with the wider IT Service Management team to uphold our IT service availability and management reporting thereof. The role also includes a level of escalation and stakeholder management oatall levels. The role may also, on occasion, support the wider team in FinOps, End User Computing, and reporting. Additionally, the role is accountable across our ITIL functions (Incident, Problem, Change, Asset Management, etc).

Key Accountabilities:
Measurement:
Supports projects, functions, or teams in the development of the project and/or operational methods for measurement.

Generates, produces and distributes reports.

Uses measurement tools for routine analysis of data.

Identifies and implements improvements to data collection methods.

Specifies base and derived measures that support agreed information needs.

Relationship management:
Implements stakeholder engagement/communications plan.

Deals with problems and issues, managing resolutions, corrective actions, lessons learned , and the collection and dissemination of relevant information.

Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.

Helps develop and enhance customer and stakeholder relationships.

Identifies the communications and relationship needs of stakeholder groups.

Translates communications/stakeholder engagement strategies into specific activities and deliverables.

Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working on stakeholder engagement strategies and plans.

Service level management:
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Ensures that service delivery meets agreed service levels.

In consultation with the customer negotiates service level requirements and agrees on service levels.

Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

Incident management:
Investigates causes of incidents and seeks resolution.

Escalates unresolved incidents.

Facilitates recovery, following resolution of incidents.

Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.

Ensures that such problems are fully documented within the relevant reporting system(s).

Analyses patterns and trends.

Ensures that incidents are handled according to agreed procedures.

Investigates escalated incidents to responsible service owners and seek resolution.

Business Analysis:
Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes in an organization.

Assists in defining acceptance tests for these recommendations.

Availability Management:
Provides advice, assistance, and leadership associated with the planning, design, and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.

Sets policy and develops strategies, plans, and processes for the design, monitoring, measurement, maintenance, reporting, and continuous improvement of service and component availability, including the development and implementation of new availability techniques and methods.

Supplier Management:
Collects supplier performance data and investigates problems.

Monitors and reports on supplier performance, customer satisfaction, and market intelligence.

Validates that suppliers’ performance is in accordance with contract terms.

Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.

Implements supplier management-related service improvement initiatives and programs.

Other

Carry out any other reasonable duties as requested.

Skills:
Excellent interpersonal, verbal, and written communication skills

A flexible attitude with respect to work assignments and new learning

Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail

Must have the ability to work methodically in a fast-paced, time-sensitive environment

Demonstratable ability to apply critical thinking to problems and tasks

Builds and maintains an in-depth knowledge of testing and validation within the life sciences industry and how they affect customers adopting our products

Ability to define and implement appropriate test strategies

Ability to identify and implement process improvements

Proactively participates in skills improvement training and encourages their teams to participate

Maintains up-to-date awareness of trends, tools, technology, techniques, and processes that affect technology within the Life sciences domain

A self-starter and able to work under own initiative.

Knowledge and Experience:
3- 5 years of solid professional experience in the same or very similar role in an IT Service Management or IT Operations function

Experience working with IT Vendors and Performance management

Experience owning or running IT Service Reviews

Experience using ServiceNow or other Major ITSM Tools

Experience using tools to communicate progress to Stakeholders

Experience in regulated environments (GxP, Financial, etc…) or relevant experience from another domain that is transferable

Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, Data

General knowledge and understanding of the ITIL Framework, in relation to Incident, Problem, and Change Management

Experience of working in and knowledge of the life sciences sector

Experience in generating/developing reports for senior leadership consumption

Education:
Bachelor’s Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience

English: Fluent (written and verbal)

Come as you are.

We’re proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.