About Northern TrustAs a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Summary Maintain the practices outlined in the Service Availability Framework, process, procedures and adjoining artefacts, controls and KPIs to ensure that delivery of services are properly assessed, monitored, and managed against key Technology targets and Business/Client SLA to meet committed deliverables. Manage the Service Availability In-Sight Portal controls, engaging stakeholders as necessary that are reflected accurately in the various slicers built. Maintain all Service Availability artefacts for sustained quality and socialisation. Main Duties The main objectives of the ITSM Service Availability Sr Associate are:Build Power BI Dashboards and MI Reports to demonstrate the quality of the ITSM Processes (Incident, Problem and Change)Ensure the creation of Knowledge is sustained, accumulated, stored and shared securelyDrive innovation of knowledge to maximise automation through AI or other techniques keeping within quality standards and policies Ensure and drive business process standards used to manage expected outcomes from Technology and or BusinessFacilitate and drive process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases (with interdependencies)Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levelsKnowledge/ Technical Skills Competent in Microsoft Power BI, ADO, MIRO, Confluence, SQL sequel scripting, PBI Desktop, PBI Services ,DataWare housing , ServiceNow ,Azure, Snowflake etcMapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected ITOLTo be accountable for the deployment of the Service Availability Dashboards, Framework, Process and associated methods, techniques and toolingIndependent – self-starter who takes initiative to accomplish and drive to expected outcomes Proficient in Service Now, SharePoint, Mindmap, MS Office tools and products usage Visio (2+), Excel, Office, Teams, PowerPoint (2+)etcContinual awareness of automation and AI technologies to evolve the maturity of the practice Change mindset to continually challenge areas requiring maturing and able to make with recommendations through experience obtained in the marketStrong critical thinking, writing and editing skills to achieve quality contentStrong customer service and communications skills, both oral and written in order to relate information in a direct and succinct methodUnderstand how to research to verify, coordinate, and implement the best solutionAttention to detail and quality drivenWorking knowledge to diagnose, troubleshoot and resolve a wide range of complex flows and documentExperienceRequired: A College or University degree and/or relevant proven work experience is requireddemonstrates excellent experience in process workflow initiatives, with a track record of accomplishment in complex architecture/application designs.5+ years into Power BI DevelopmentBusiness process, Technology, Financial Management or similar relevant filedStakeholder Management, within Technology and Business Excellent organizational and time/prioritisation management skillsChange mindset, creative problem solver, innovative; look to automateProficient analytical skills that has a ‘as is’ baseline and roadmap for the ‘To Be’Workflow and Data-driven approach for continual improvementCertified in ITIL; at least two of the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration practical awarenessWorking with UsAs a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable AccommodationNorthern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with. About Our Pune OfficeThe Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.