Senior Service Management Analyst

Job CategoryIT/Software Development Job Location Irvine, CA 92618 StatusFull Time Position description Here's the deal. You can do top-notch work for a world-class organization and make a difference in people's lives. It's that simple. We're The Capital Group Companies, a 75-year-old investment management company that prides itself on creating an environment in which our associates feel they can succeed and be valued for their contributions. We're the home of American Funds, one of the three largest mutual fund families in the United States. The benefits of working at Capital include interesting work, exceptional colleagues, a comfortable workplace, competitive salaries and bonuses, and health and life benefits from day one.This position is responsible for collaborating in the design, development and deployment of the Change Management, Release Management and Configuration Management processes in the CRIS line of business. You will: Facilitate process improvement through the effective use of ITIL best practices Provide awareness and education to the application teams in the use of Change, Release and Configuration processes Identify opportunities and prioritize continuous improvement initiatives for the above processes Identify and publish the Critical Success Factors for the above processes Design, develop and publish critical metrics for each of the above process and identify patterns and trends for improvements. In this process produce, analyze and distribute meaningful reports Develop procedures and policy and track their compliance Maintain effective communications with all IT and business organizations to ensure that the processes and procedures meet current and future requirementsQualificationsRequired Qualifications: ITIL Foundation Certified in Service Management with 4 to 6 years of practical experience in Change Management, Release Management and Configuration Management Experienced working in an operational environment with opportunities to interact with the infrastructure, applications, service management and senior management teams Thorough understanding of software development life cycle (SDLC) Development experience is a plus Demonstrated strong verbal and written communication skills Ability to target communications to both technical and non-technical audiences Ability to create a positive professional business relationship with internal and external groups Ability to coordinate and facilitate large meetings or conference calls Strong negotiation skills and demonstrated conflict resolution skills Experienced with SQL query tools or other reporting tools for data analysis and reporting Demonstrated ability to identify and implement improvements to existing processes, tools, etc. Ability to coordinate/contribute to multiple projects and deadlines concurrently Attention to detail Proficient in documentation using MS Office Suite Strong leadership skills with ability to generate ideas, support and commitment Practical experience in using and/or deploying tools and technology (such as Remedy) as part of the ITIL process adoption and automationPreferred Qualifications: ITIL Practitioner Certifications in Change Management, Release Management and Configuration Management preferred ITIL Master Certification is a plus General working knowledge of mainframe, distributed, web, storage, telecommunications and development environments and processes Strong project management background Exposure in financial services or other service-related industry Experience with Service Continuity Management is a plusWe offer excellent salaries, a progressive environment and a premier benefits package that includes: Medical, dental and vision coverage effective day one The ability to accrue three weeks vacation in your first year 15% of annual salary plus bonuses contributed by the company to your retirement plan, up to IRS limits Generous educational assistance Annual $400 health and wellness reimbursement Paid, comprehensive training programs Team-oriented working environment Business casual dressWe are proud to be an Equal Opportunity Employer.