Job Title: Sr. Analyst, Infra CX

Department: Technology

Location: New York

Report To: Manager/Team Leader Infra CX

Direct Reports: No

Revised: February 06, 2025

Job Purpose

The Senior Technology Analyst plays a crucial role in bridging the gap between business needs and technology solutions. They analyze business processes, identify areas for improvement through technology, and translate those needs into functional requirements for technical teams. This role requires a blend of technical understanding, analytical skills, communication prowess, and a robust business acumen. The Sr analyst acts as a liaison, ensuring that technology implementations effectively support organizational goals and deliver value.

Key Responsibilities / Duties

- Investigate faults relating to applications and their configuration, identify and implement scalable solutions.
- Respond promptly and effectively to calls concerning all technology used within Invesco.
- Demonstrate and deliver service delivery excellence to all business partners.
- Assist the Infra CX Manager with problem management, investigations and metrics reporting.
- Identify trends and problem areas within the business to improve the level of service the group delivers.
- Complete software/hardware installs, upgrades, ad hoc project activity, moves and roll outs as.
- Maintain a knowledge base for supported apps, including reference manuals, installation guides, and best practices.
- Maintain ITAM inventories, workplace personas, Share Points, and the Technology knowledge centre up to date and current.
- Call management,



includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate.
- Provides ticket hygiene oversight to junior team members.
- Metrics reporting, proactive monitoring, and root cause analysis.
- Works closely with business stakeholders, technical teams, and vendors to ensure clear communication and alignment throughout the project lifecycle.
- Oversee AV operations, and support BP meetings and videoconferences, including support for senior leadership events.
- Work closely with the Business Support Analysts to ensure all business-critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented.
- Field outages and drive all issues to completion.
- Assist with the training, and development of junior team members, acting as a technical escalation point offering guidance, coaching, and support.
- Assists with the implementation of new systems and technologies including user training, documentation, and post-implementation support.
- Works with external vendors to evaluate, select,



and manage technology solutions.

Work Experience / Knowledge

Knowledge of project management methodologies (PMP, Prince2) 5-7 years experience in a technology analyst role or equivalent technical role, preferably in a related industry Office 365, Mac, Windows, LAN/WAN networking, Cloud technologies (Azure, AWS), Mobility, and Market Data Experience with data analysis and visualization tools Familiarity with IT Service Management (ITSM) frameworks (ITIL)

Skills / Other Personal Attributes Required

LAN/WAN Networking and Telephony experience. A/V technology and videoconferencing experience. Leadership and coaching skills. Subject Matter Expert in various desktop support related disciplines. Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery. Knowledge of ITIL Foundation. Demonstrate commitment and ability to provide exceptional service to internal business partners, at all levels. Excellent communication and interpersonal skills. Self motivated, enthusiastic, approachable and people orientated. Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.

Qualifications

Formal Education: College degree or equivalent experience

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Adv. Analyst I, Infra CX (Telangana)
🏢 Invesco
📍 Telangana