Alternance - Operations Analyst – Change and Problem Process Management

Job description

In the context of its SPARK IM strategic plan, AXA-IM wishes to reinforce the stability of its Information System in order to leverage as much as possible on it. This will allow us to tackle the new challenges of the Asset Management industry and beat the heart of the emulation created by the emergence of the Fintech. The innovation in the finance industry requires the discovery and understanding of the newest technologies and the adaptation to a more agile environment. Located at the heart of La Défense in Paris and in the City of London, AXA-IM proposes a work environment adapted to those new strategic challenges and a strong proximity with the business teams.

What will be your main responsibilities?

The role emphasises on service delivery, admin and development. The analyst will be responsible for providing functional support for the Technology ticketing tool ServiceNow. It is the role of the analyst to manage functional and admin changes in-house. The analyst will assist in the functional development and customisation within ServiceNow including any upgrades to future versions on the platform or the end-user interface. Development can be across the various modules in ServiceNow and could also include the development of new applications based on the ServiceNow platform. They will be involved in undertaking business as usual (bau) administrative tasks in order to provide support in regard to Incident, request, problem and change management process in accordance with the defined processes. They will also be involved in providing 2nd level support to applications that use the platform e.g. CMMT, Facilities Management and CIO Office.

There is also an element on generating reports from the tool, data analysis and the production of management reports as well as ad-hoc reports when required. The analyst will assist in identify trends and highlight other interesting results from the data. This intern role continues to be critical, as it enables us to continue to provide a quality service for workload in scope.

So, to sum up: to provide support to the Infrastructure Process and Incident Management team and other Technology teams, specifically to:
• Work as part of the ServiceNow support team and the AXA IM ServiceNow community to ensure that effective development and deployment of ServiceNow, based on agreed needs of the business and technology users. Work with ServiceNow Administrators who are responsible for actively encouraging innovative and continuous improvements, efficiency in all assigned tasks
• Work with Change and Problem process manager to continually develop the tool according to future needs
• Ensure the accuracy and the quality of data entered in ServiceNow.
• Monitor Changes and Problems for Infrastructure teams.
• Improve Service Delivery processes and reporting for Technology
• Generate weekly/monthly reports/dashboards on performance and trends for in scope areas.
• Generate ad-hoc reports and trend analysis when required.

Desired profile

Qualifications :

Education qualifications (i.e. type of studies the student should be undertaking):
- Business Computer/ Business Maths/Computer Science

Further competencies:
• Above average ability to use MS Office tools e.g. MS Excel for reporting
• Process mindset
• Languages: Javascript
• Report writing
• Data analysis
• Excellent attention to detail
• Go-getter, ability to use good initiative
• Displays maturity and professionalism
• Good written and verbal communication skills
• Ability to work prioritise tasks and work to strict deadlines
• Interest in being part of an IT organisation within a multi-cultural work environment

Why would you join a modern company?

Your challenge, appetite and enthusiasm to learn will be key to your integration into the company and job satisfaction. AXA-IM is keen on skills development, this is linked with our digital transformation and we will propose you up-to-date training paths (Coursera, LinkedIn Learning, …) or adhoc. Our international organisation is also an opportunity to progress your career further.
AXA-IM have modern offices for their employees with recreational spaces (large screens, games, sofas, relaxation rooms, gym, lounge) and a set of services for a successful and enjoyable employee experience!

What are the languages we speak in the work environment?

French and English

What kind of education is requested?

From High School or University, preferably in Computing Science or Economics/Finance, that will allow you to be a reliable contact point for your colleagues and your business partners.
What are the additional skills that could be valuable?
Organization, Problem solving, Development, Autonomy, Team Spirit, Adaptation, Thinking out of the box, Creativity.

What would be the “plus” of your profile?

Have passion for understanding the technical and functional side of how things are working, have good inter-personal skills and enjoy the challenges of working in a highly stimulating and evolving environment