Operational Duty Analyst

An Exciting Opportunity in Global Service Operations: Operational Duty Analyst at Fidelity International

This role presents a compelling opportunity for individuals looking to contribute to a large, established financial services organization and embark on a clear career path within Enterprise Service Management. Fidelity International, with over 50 years of experience helping clients build better financial futures, offers a supportive and collaborative global environment.

Key Advantages for Potential Candidates:

• Career Progression: The description clearly outlines a developmental trajectory. This role is designed as a stepping stone, with the expectation that you will gain the skills and experience necessary to cross-train into an Operational Duty Manager, capable of handling Major Incidents. This indicates a commitment to internal talent development and promotion.
• Impactful Work: As an Operational Duty Analyst, you will play a critical role in minimizing business impact by managing interruptions to Fidelity's services. Operating within a 24x7x365 global team, your work directly contributes to the stability and reliability of the company's operations.
• Global Exposure: You will be part of a team with a global presence, collaborating with colleagues in the UK, India, and China. This offers invaluable experience in working within diverse, international teams.
• Specialized Skill Development: The role emphasizes hands-on experience with key systems like Moogsoft and ServiceNow. This is a significant advantage for candidates seeking to deepen their expertise in these widely used IT Service Management (ITSM) tools. You will also be responsible for training others, solidifying your own understanding.
• Supportive Team Environment: The description highlights the importance of teamwork and mutual support within the Service Operations department. Being part of something "bigger" suggests a strong sense of collective purpose.
• Comprehensive Benefits and Flexibility: Fidelity International offers a comprehensive benefits package, a commitment to employee wellbeing, and support for professional development. The mention of flexibility in work arrangements is also a positive indicator for work-life balance.

Key Considerations for Candidates:

• Shift-Based Role: This is a shift-based position, starting later in the day in the UK. Candidates should be comfortable with and prepared for a non-traditional work schedule.
• Proactive and Hands-On Approach: The role requires a proactive individual who is not afraid to "roll up their sleeves." You'll be involved in troubleshooting alerts, potential issues, and making recommendations. A willingness to be hands-on is essential.
• Understanding of ITSM Principles: While specific experience is beneficial, a strong understanding of Incident Management, coupled with an awareness of Problem and Change Management principles, is crucial. You should be able to articulate the benefits of these processes and their interdependencies.
• Pressure Handling: The ability to remain calm and effective "good under pressure" is explicitly mentioned, given the critical nature of managing service interruptions.
• Business Acumen: A good business awareness and an understanding of the impact of incidents and problems on the Fidelity International business are important. This means being able to connect technical issues to business outcomes.
• Customer Focus: The role emphasizes making customer-oriented decisions and sharing stories of exceptional customer service. A genuine commitment to customer satisfaction is a key requirement.

In summary, the Operational Duty Analyst position at Fidelity International is an excellent opportunity for ambitious individuals seeking to build a robust career in IT Service Management. It offers a clear path for growth, exposure to critical global operations, and the chance to develop highly sought-after technical skills within a supportive and forward-thinking organization.