Senior Business Analyst - Service Management

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies
* Over 7 years of experience in Major Incident Management and IT support, specifically within the financial services sector.
* Solid understanding of IT infrastructure components, including servers, networks, and applications.
* Proficient in ITIL frameworks and methodologies, particularly Incident, Problem, and Change processes, as well as ServiceNow ITSM.
* Exceptional communication and coordination skills, with a strong ability to lead recovery calls assertively.
* Strong analytical and problem-solving skills, capable of maintaining composure in high-pressure situations.
* Detail-oriented with excellent reporting capabilities and a commitment to teamwork, prioritizing team success.
* In-depth knowledge of IT operations and support organizations, ensuring effective collaboration across teams.

Education

* Bachelor’s degree in computer science, Information Technology, or a related field

Responsibilities
* Oversee shift operations to monitor incident progress and identify issues for escalation based on severity and impact.
* Make critical decisions on incident escalation, balancing timely resolution with business impact and customer experience.
* Maintain transparent communication with stakeholders, providing updates on escalated incidents and coordinating responses.
* Regularly assess and improve escalation procedures and response protocols to enhance incident resolution capabilities.
* Conduct impact assessments to prioritize response efforts based on the scope and severity of major incidents.
* Develop and maintain incident response plans aligned with industry best practices and regulatory requirements.
* Facilitate post-incident reviews and root cause analyses to implement preventive measures and improve processes.
* Prepare KPI reports to highlight incident trends and performance metrics while collaborating with stakeholders to refine KPIs.
* Mentor incident management staff to enhance their skills and capabilities in a 24/7 work environment.

About the team
Our Service Management team is dedicated to ensuring seamless IT operations and rapid issue resolution. The team manages major incident bridges, facilitating quick resolutions to critical issues and enhancing service delivery. This position provides an exceptional opportunity to advance your career in IT Service Management while gaining invaluable hands-on experience in a fast-paced environment.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.