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Service Operations Analyst (Release Management)

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Description

The Governance – Client Services team has an immediate opening for a Service Operations Analyst position who can fulfill various tasks, such as:

  • Process Improvement – Identify and coordinate process improvement initiatives
  • Data Governance – Facilitate and support data governance initiatives to ensure a high quality of data accuracy, and
  • Transition & Decommission Management – Coordination and facilitation of support transition activities


  • Work with key stakeholders including project teams, support teams, suppliers and business partners
  • Collaborate and support geographically and culturally diverse cross-functional teams
  • Facilitate the transition, onboarding and decommission of projects to steady state support
  • Assist with the Integration of teams into GWAM standards and practices of work request, change and incident management, data management
  • As part of migration efforts, facilitate and ensure a smooth transition to GWAM’s shared tools by providing training, documentation and support
  • Analyze current state processes and look for opportunities to increase overall organizational efficiency, thorough developing and proposing net new and/or re-engineering existing processes
  • Facilitate/coordinate the transition of applications from Project teams to System Owners for steady state support
  • Provide governance/consultation on the ServiceNow tool and Global Management standards/processes (e.g. ServiceNow – CMDB, Groups) across all the segments within GWAM
  • Provide governance for GWAM APM data to ensure currency and consistency across the tools e.g. E1, ServiceNow CMDB and AppDB
  • Analyze, oversee and report upon GWAM data; leveraging tools such as MS Excel, JIRA, ServiceNow and Power BI
  • Assist with client support to monitor and track critical system issues through resolution following the standard change and incident management procedures in ServiceNow
  • Ensure adherence to quality while mitigate risk as defined in GWAM Policies and Procedures
  • Define application support requirements to determine operational support model
  • Create and maintain training documentation to be shared and used for the learning and coaching of employees across the organization
  • Assist in migrating teams from legacy tools to a standard workflow and process in the GWAM JIRA instance
  • Coach and train teams on SCRUM / KANBAN agile methodologies for work request management in the JIRA tool
  • Work with various support team across our organization to understand their processes and translate them into working procedures in JIRA.
  • Create visuals in the form of boards and dashboards in the JIRA tool based on requirements
  • Create JQL queries for data extraction, manipulation and reporting with the help of other tools (such as Power BI)
  • Work closely with the GWAM JIRA tech admin team for continuous development and enhancement of the shared GWAM application support workflow and the various other available configurations and add-ons.

Qualifications/Skills Requirements:

  • 4-6 years of relevant experience as a Release Coordinator, Project Manager, Scrum Master or other related fields responsible for coordinating technical teams in an agile and waterfall development environment
  • Knowledge of business systems analysis and/or project management
  • Strong planning and organization skills, with ability to manage target deadlines
  • Strong written and oral communication skills
  • Good interpersonal skills with an ability to build strong relationships with business and IS professionals
  • Detail oriented with strong problem solving, analytical and presentation skills
  • Ability to work with enthusiasm in a challenging fast paced environment
  • Solid understanding of all aspects of the systems development life cycle and agile concepts
  • Competent technical skills (Microsoft Office PC skills, MS Project, Visio, Sharepoint)
  • Very strong verbal and written communication skills with high attention to clarity and appropriate level of detail 
  • Preferably an ITIL v4 certified
  • With Change Management process experience/background
  • Strong organizational, planning and time management skills  
  • Ability to lead meetings independently with varying levels of staff participating the meeting 
  • Demonstrates technical leadership in performing day to day operation as well as special projects.
  • Validates support team’s escalations prior to escalation to Team lead or onshore contact. He/She will serve as the officer in charge in the absence of the Team Lead.