Job Title: Service Analyst
Duration: 6 months
Location: AP4A, 1 N Waukegan Road, North Chicago, IL 60064

What are the top 3-5 skills requirements should this person have?
1: Good communication
2: Analytical and Problem-solving Skills
3: Service Management

Notes from Follow up call:

• Must have lead experience and managing projects
• Exp. with SLAs and putting together time lines for projects
• Service NOW - Ticketing and putting together dashboards and read dashboards
• Data warehouse

What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
1. Pharma or Regulatory application experience
2. ITIL methodology
3. IT industry experience

The Service Analyst is accountable for confirming that the appropriate production processes and quality metrics are executed for client’s Applications that are scored with low risk and complexity. The role will also provide support and prioritization for the execution of Application Maintenance and Support tasks and some critical production services.

Responsibilities :

• Offer oversight for some critical production services including: Incident, Problem, Service Transition and Disaster Recovery and seek assistance for other critical services such as: Audit, Validation and Compliance.
• Provides support for audit requests for the ACOE.
• Reviews the Disaster Recovery plan and schedule to ensure that the service providers exercise test drills and execute the plan as designed.
• Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on recovery capabilities.
• Accountable for ensuring that the Service Transition process is fully executed by the provider and provides feedback into the existing Change, Release and Deployment management processes.
• Reviews the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications and provides feedback and approval as appropriate.
• Evaluates the Service Providers reported trends and the process improvement recommendations to help identify areas where preventative maintenance might be performed to improve Applications efficiency, in terms of both the performance of the Applications and any related maintenance and support efforts.
• Responsible for reviewing the service provider Service Level Agreements on a regular basis and providing oversight for any action plans that are required to address performance issues.
• Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents to ensure that ticket processing and the problem Management engines are performing within expected operating parameters.
• Serves as primary client contact point and first level of escalation for Incidents and Problems. Assists with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams.
• Participate P1- P2 MIM bridge and on call rotation and confirms business impact.

ROLES

• Assists MSPs in ensuring that all the user access to IT systems are properly controlled and authenticated and segregation of duties are maintained.
• Will coordinate an annual access certification process ensuring that current users still require access to applications under their responsibility.
• Seeks assistance from senior personnel in performing the initial business risk assessment for Maintenance and Support and Minor Enhancement activities.
• Partakes in vendor performance meetings and operational reviews.
• Supports vendor initiated continuous improvement performance plans.
• Participates with supplier personnel regarding short-term architecture strategy development and provides recommendation as it relates to Application performance or continuous improvement.
• Performs post installation analysis including lessons learned and provides recommendations for continuous improvement implementations as needed.
• Provides inputs to the technical reports and documentation that confirm the Root Cause Analysis for Incidents and Problems.
• Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes.

Qualifications :
• Bachelor degree in Information Technology, Computer Science or Computer Engineering.
• Minimum of 2-4 years of combined experience in Information Technology.

PREFERRED QUALIFICATIONS
• Bachelor degree in Business Administration, Computer Science or Computer Engineering.
• Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.).
• Ability to prioritize and multi-task.
• Strong problem resolution skills.
• Demonstrated ability to work within cross-functional teams towards task completion. 
  

About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $42.00/hr.