Service Operations Analyst

Lake County, IL, US
Dec 02, 2018
Required Education
Bachelors Degree
Position Type
Full time
The Service Operations Analyst is accountable for confirming that the appropriate production processes and quality metrics are established and functional for AbbVie's applications. The role will also provide support and prioritization for the execution of Application Maintenance and Support tasks and some critical production services.

Key Responsibilities include:

• Provides support for audit requests for the Application Center of Excellence.

• Offer oversight for some critical production services including, but not limited to; Incidents, Problems, Service Transition and Disaster Recovery and to seek assistance for other critical services such as: Audit, Validation and Compliance.

• 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 AbbVie 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.

• Coordinate small enhancement projects

• Coordinate infrastructure services communication to our customers


• Bachelor's Degree or an equivalent combination of education and work experience

• Minimum of 4 years of work experience including Business Analysis, Project Management, and Application Support.

• Comfortable / knowledgeable with ServiceNow

• Ability to travel globally.

Desired Qualifications:

• Ability to prioritize and multi-task.

• Strong problem resolution skills.

• Demonstrated ability to work within cross-functional teams towards task completion.

• Working knowledge of ITIL processes and/or certification.

• Experience working with off-shore resources

• Experience supporting global applications

Key AbbVie Competencies:

• Builds strong relationships with peers and cross functional partners to enable higher performance

• Learns fast, grasps the 'essence' and can change course quickly where indicated.

• Able to work independently and be a self-starter

Equal Opportunity Employer Minorities/Women/Veterans/Disabled