IT Process and Performance Analyst

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

**Job Overview:

We are currently seeking a detail-oriented and analytical professional to join our team as an Analyst in IT Performance Management. This role is pivotal in enhancing our IT operations through effective knowledge management and performance measurement. The ideal candidate will have a strong background in IT processes, an aptitude for data analysis, and a passion for continuous improvement.

**Responsibilities:

IT Knowledge Management:

• Develop and maintain a comprehensive knowledge management system for IT processes and documentation.
• Facilitate the capture, organization, and dissemination of knowledge within the IT department.
• Collaborate with IT teams to identify knowledge gaps and develop strategies to address them.

IT Performance Management:

• Monitor and analyze IT performance metrics to identify areas for improvement.
• Develop and maintain dashboards and reports to track IT performance indicators.
• Work with IT management to set performance goals and benchmarks.

Process Improvement:

• Analyze existing IT processes for efficiency and effectiveness.
• Recommend and implement process improvements to optimize IT operations.
• Coordinate with various IT teams to ensure smooth implementation of new processes.

Data Analysis and Reporting:

• Conduct data analysis to support decision-making within the IT department.
• Prepare regular reports on IT performance, process efficiency, and knowledge management effectiveness.
• Present findings and recommendations to IT management and stakeholders.

Stakeholder Engagement:

• Liaise with various IT teams and stakeholders to gather requirements and feedback.
• Communicate effectively with all levels of the organization to promote IT processes and performance initiatives.
• Participate in cross-functional teams and projects as needed.

**Experience:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 2-3 years of experience in IT process analysis, knowledge management, or performance management.

**Knowledge, Skills, Abilities & Other Characteristics:

• Strong understanding of IT processes and best practices.
• Proficient in data analysis and reporting tools.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with strong organizational skills.
• Ability to work independently and as part of a team.
• This is a full-time position, typically Monday to Friday.
• Office-based with potential for remote work as per company policy.
• May require occasional travel for training or team meetings.

What we do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.