Sr. Analyst I. Infra CX

This job is with Invesco, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.As one of the world's leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world. If you're looking for challenging work, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco.Job Description Your TeamThe team provides technology-related support and premier service across 50+ offices in 20+ countries spanning 4 continents. They address key issues as they arise and proactively identify areas for improvement and performance gaps that cause internal customer friction. The team looks for process improvement opportunities and innovative ways to gather and act on feedback.Your RoleAs a key member of the Service Desk, you will support business partners and maintain a secure environment as the gatekeeper of access at the front line. Working as part of a supportive and high-performing team, you will handle incoming phone calls, chat, and email support, as well as more technical offline work to grow your technical experience and toolset.Responsibilities· Customer Service: Use superior customer service, troubleshooting, and questioning skills to diagnose and resolve problems courteously and timely.· Mentorship: Mentor a team of analysts and advanced analysts, fostering a collaborative and high-performing environment.· Ticket Monitoring: Monitor outstanding tickets and collaborate with the global team.· Logging: Log all phone contacts received in ServiceNow under the appropriate application or device for proper tracking and reporting.· Strategic Planning: Develop and implement long-term strategies for technology infrastructure and support services, aligning with organizational goals.· Prioritization: Prioritize monitoring chat queues, shared mailboxes, and shared voicemail mailboxes.· Project Management: Oversee and manage large-scale projects, ensuring timely delivery and adherence to budget constraints.· Escalation: Utilize group chat channels in MS Teams to escalate trends with global stability colleagues.· Advanced Troubleshooting: Resolve the most complex technical issues, providing guidance and support to the team.· Process Optimization: Identify and implement process improvements to enhance efficiency, effectiveness, and customer satisfaction.· Advanced Reporting: Develop comprehensive reports on service desk performance, trends, and areas for improvement, presenting findings to executive leadership.· Security and Compliance: Ensure strict adherence to security policies and compliance requirements, leading initiatives to enhance data protection measures.· Continuous Learning: Stay abreast of emerging technologies and industry trends, recommending and implementing innovative solutions to improve service delivery.Experience Required· Education: Bachelor's or Master's Degree in Computer Information Systems, Technology, or a related field.· Years of Experience: Typically, 7+ years of relevant experience in a technical support or analyst role.· Mentoring Experience: Proven track record of mentoring teams, managing complex projects, and driving strategic initiatives.· Advanced Technical Skills: Expertise in advanced troubleshooting, system architecture, and complex problem-solving. Proficiency with sophisticated tools and technologies.· Project Management: Extensive experience in managing and executing large-scale projects, including planning, resource allocation, and timeline management.· Strategic Involvement: Significant experience in contributing to strategic planning and decision-making processes within the organization.· Security and Compliance: In-depth knowledge of security policies, compliance requirements, and data protection measures.· Process Improvement: Demonstrated experience in identifying and implementing process improvements to enhance operational efficiency.· Advanced Reporting: Experience in developing and presenting detailed performance reports and analytics to senior management.· Innovation and Research: Proven track record of staying updated with emerging technologies and industry trends, and recommending innovative solutions.Desired Attributes· Leadership: Strong leadership skills with the ability to inspire and motivate a team.· Strategic Thinking: Ability to think strategically and develop long-term plans that align with organizational goals.· Communication: Excellent communication skills, with the ability to present complex information clearly and concisely.· Problem-Solving: Creative problem-solving skills and the ability to independently learn and adapt.· Professionalism: Maintaining patience, professionalism, and courtesy in all interactions.Full Time / Part TimeFull timeWorker TypeEmployeeJob Exempt (Yes / No)No Workplace ModelAt Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.Why InvescoIn Invesco, we act with integrity and do meaningful work to create impact for our stakeholders. We believe our culture is stronger when we all feel we belong, and we respect each other's identities, lives, health, and well-being. We come together to create better solutions for our clients, our business and each other by building on different voices and perspectives. We nurture and encourage each other to ensure our meaningful growth, both personally and professionally.We believe in diverse, inclusive, and supportive workplace where everyone feels equally valued, and this starts at the top with our senior leaders having diversity and inclusion goals. Our global focus on diversity and inclusion has grown exponentially and we encourage connection and community through our many employee-led Business Resource Groups (BRGs).What's in it for you?As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world.Our benefit policy includes but not limited to:Competitive CompensationFlexible, Hybrid Work30 days' Annual Leave + Public HolidaysLife InsuranceRetirement PlanningGroup Personal Accident InsuranceMedical Insurance for Employee and FamilyAnnual Health Check-up26 weeks Maternity LeavePaternal LeaveAdoption LeaveNear site Childcare FacilityEmployee Assistance ProgramStudy SupportEmployee Stock Purchase PlanESG Commitments and GoalsBusiness Resource GroupsCareer Development ProgramsMentoring ProgramsInvesco CaresDress for your DayIn Invesco, we offer development opportunities that help you thrive as a lifelong learner in a constantly evolving business environment and ensure your constant growth. Our AI enabled learning platform delivers curated content based on your role and interest. We ensure our manager and leaders also have many opportunities to advance their skills and competencies that becomes pivotal in their continuous pursuit of performance excellence.To know more about usAbout Invesco: our Culture: our D&I policy: our CR program: for the role @ Invesco Careers :