ServiceNow Implementation and Support - Sr. Analyst

Responsibilities

• Manage and resolve service desk tickets, ensuring compliance with customer service standards and procedures
• Interface with vendors to provide service on PCs and related hardware and address complex technical issues
• Install, configure, troubleshoot, and maintain office productivity tools, hardware, and network systems
• Monitor calls and emails to maintain quality services and ensure timely resolution of problems
• Perform root cause analysis and develop templates, checklists, and references for typical technical problems
• Provide second-level support to resolve issues or determine appropriate escalation paths
• Maintain accurate inventory of hardware, software, and other technological tools
• Participate in the evaluation, testing, and integration of new office products and functions

Requirements

• Undergraduate degree in Computer Science, Information Technology, or an Engineering field
• Proven experience in IT delivery services within a large organization
• Proficiency with ServiceNow ITSM, including creating reports and dashboards for trend analysis
• Strong knowledge of IT Service Management (ITSM) frameworks
• Experience with Microsoft 365 administration, including Outlook, Teams, SharePoint, and OneDrive
• Proficiency in Microsoft Active Directory and Azure Active Directory (AAD) administration
• Solid understanding of network fundamentals, including TCP/IP, DNS, VPN, and firewalls
• Experience with remote support tools such as RDP, VDI, or similar applications

Preferred Qualifications

• Experience working within the banking or finance industry
• Experience working in a highly regulated industry
• Familiarity with Linux/Unix environments
• Knowledge of ACD tools such as Avaya or Cisco

About the Company

Mitsubishi UFJ Financial Group (MUFG) is one of the world’s leading financial groups. With 150,000 colleagues globally, we strive to make a difference for every client, organization, and community we serve. We are committed to building long-term relationships, serving society, and fostering shared and sustainable growth.