BAI Service Sr Analyst

Job Description:

This role is for Service Management,  Delivery control, stakeholders management and Vendor management, focuses on AM region but globally supporting Mars on several solutions implemented in the area. Eventual necessity to mediate conflict situations and make sure the understanding of BAI processes and ways of working are shared with users/stakeholders. The job also requires eventual interventions on BAI servers and services. 

• Bachelor's degree or equivalent in IT or related area.
• 3+ years experience within IT.
• General understanding in integration technology (MuleSoft, BizTalk, IBM MQ, IBM Integration Bus, etc).
• Experience in IT Application Supports or IT Operations is preferable.
• Mediation and conflict management skills.
• Mandatory fluency verbal and written English language skills.

• Responsible for service management and improvement in BAI Operations.
• Manage and measure service provider to ensure quality delivery (vendor management).
• Lead or support BAI initiated projects implementation.
• Support contract, statement of work and license management with suppliers and Mars Commercial.
• Play as Change Manager role for the area, approving changes from Development teams taking into consideration the impact on Operations after implementation.
• Incident Management Process improvement
• Accountability for incident resolution
• Supervise follow the sun and notification process – vendor management
• Creating an improvement plan and tracking its execution and enhance the deliverables
• Metrics and Reporting
• Vendor management and team management - Microsoft and IBM
• Change and Configuration Management
• Service roadmap design

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.