Operational Process Analyst
 

The role requires a good understanding of the SLA’ s and Service Management
 

The role acts as a liaison and key enabler between Business, Product, vendors
 

About the Business
 

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance
 

About our Team
 

The role acts as a liaison and key enabler between Business, Product, vendors, and our client support team, and IT Services, Application Security & Compliance, Development etc.), ensuring systems continue running the Business operations flawlessly. Experience in Cloud operations is desirable.
 

About the Role
 

They role requires a good understanding of the SLA’ s and Service Management with deep hands on skills.
 

Primary responsibilities:

SLA (Service Level Agreement):

• The incumbent will develop and maintain SLM charter, process definition, procedures, standards, and training materials ensuring no technical or business knowledge gaps.

• Responsible for SLA/contract negotiation and drafting SLAs, developing and maintaining current and up to date Service Level Management Catalog working with Technical application domain owners, application support teams, business owners and legal for alignment.

• Establish audit criteria and directs the Service Level Management team in the gathering, analysis, and measurement of SLM process related data, as well as the distribution of all audit results, measurements, metrics and scorecards to promote proper adherence to process requirements.

• Develop and maintain automated environment that will be used to create standard performance reports for use in management and reporting of customer Service Levels. Develop and deliver custom ad-hoc reports to various parts of the enterprise.

• Execute data extract, data manipulation, data analysis for the reporting framework and ensuring all critical documentation are relevant organized and maintained to a high standard of quality and accuracy.

• Create and administer processes to facilitate continual process improvements and evolution as relates to Service Level Management such as automated reporting and Champion for Service Level Management best practices.

• Ensures that the customer's current and future Service requirements are identified, understood and documented in SLAs and SLOSs.

• Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs.

Critical Incident Management:

• Create Management and Executive level communications related to technology incidents.

• Create Management and Executive level alerts, reports and dashboards related to technology incidents.

• Train existing staff on communication best practices and standards.

• Develop communication and training materials, as well as organizing, facilitating, and conducting training via webinars, as needed.

• Partner with support partners, business leads and management teams to develop a consistent message related to incidents.

• Create, review/proofread content and format communications appropriately for an audience of business senior management and stakeholders.

• Meet with application owners, application developers and analysts, coding staff and the like to determine business needs and functionalities desired for target application.

Processes Management:

• Ensures and promotes ITIL4 best practices for Incident, Problem, Change, Release management within IS and Service Providers.

• Collaborates in Support Processes and Tools definition, implementation, and monitoring.

• Collaboratively seeks Continuous Improvement, simplification, and harmonization of IS processes across regions, ensuring benefits are delivered.

Support Dashboard:

• Seeks regular feedback and interaction with region's Key Service Stakeholders.

• Collaborates with global teams in Dashboard definition and changes.

• Security & Compliance Management.

• Ensures/promotes SOX guidelines accomplishment (Change Management)

Education / Certifications:

• Bachelor's Degree in Technology, Engineering or equivalent required

• Certifications in ITIL 4 (optional not mandatory)

• Experience in relevant Cloud technologies.

Minimum Experience:

• 3 – 5+ years of related experience in L2 application support

Specialized Knowledge & Skills:

• Primarily focus on 24x7x365 eyes-on-glass monitoring, alerting, requests, and troubleshooting

• Azure knowledge/experience

• Experience in SQL query – any database

• Experience in visualization tools – Power BI or tableau, or similar tools

• Development background

• Hands on exp – JIRA, SharePoint, confluence, ServiceNow, GitHub.

• Basic scripting – Shell and python.

• Alert verification and validation of false positives in alignment with SOPs

• Performing daily system monitoring, verifying the integrity and availability of cloud infrastructure, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups, live data feeds, and batch processing

• Sending internal and external communications for scheduled maintenance and high-priority major incidents

• Triaging all support requests and performing preliminary investigation for all reported issues

• Attempting to provide first-call resolution for all reported issues by researching documentation and knowledge base

• Performing root cause analysis (RCA) and drafting customer-facing summary of events and preventative measures

• Escalating to second-tier support per incident management process, ensuring adherence to SLAs

• Setting up bridge calls with the appropriate teams for major incidents

• Participating in 24/7 technical support coverage across the cloud datacenter environment and applications

• Drive automation for repetitive tasks to build efficiency and ensure consistent delivery

• Participate in internal projects to deploy new tools or features

• Write knowledge base articles and runbooks for commonly asked questions or frequently reported issues

• Apply analytical skills to assist in the resolution of complex, time-sensitive issues or escalate when necessary with a sense of accountability and sound personal judgment

• Work natively in a mixed Windows/Linux environment and fully comprehend hybrid architectures

• Perform tasks by executing runbooks and communicating to stakeholders

• Work in an operational support role with flexible shifts and schedules including weekends and holidays

Learn more about the LexisNexis Risk team and how we work here

#LI-JR1

#LI-Hybrid

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy.