IT Analyst-Enterprise Foundations chez Georgia Power Company

IT Analyst

SCS-Enterprise Foundations

JOB SUMMARY:

The Service Excellence Analyst will manage technology service vendor contracts and performance to ensure high-quality delivery. Reporting to the Service Excellence Manager, this role will build and oversee SLAs and KPIs, ensuring vendors like Infosys, Oracle, PowerPlan, and Ventures ATL meet their contractual and partnership obligations. The analyst will utilize IT Service Management (ITSM) tools and reporting platforms (e.g., Microsoft Power BI, Jira, HCM HELIX) to monitor performance, identify trends, and drive improvements. Strong relationship management skills will be essential for vendor and stakeholder engagement. A solid understanding of Oracle technology will be required, along with familiarity with SAFe Agile and Waterfall methodologies. This role will demand a proactive professional with strong ITSM expertise.

MAJOR JOB RESPONSIBILITIES:

• Vendor Contract Management: 
  • Manage contracts and agreements with Technology service vendors (e.g., Infosys, Oracle, PowerPlan, Ventures ATL), ensuring compliance with agreed service levels, terms, and contractual obligations. 
  • Act as the primary point of contact for vendor relationship management and governance.
• SLA & KPI Monitoring: 
  • Oversee, build and track vendor performance against SLAs and KPIs. Ensure vendors consistently meet performance expectations and address any service shortfalls. 
  • This includes regularly reviewing metrics, identifying trends or issues, and coordinating corrective actions with vendors when needed.
• Reporting & Data Analysis: 
  • Build, prepare and present detailed performance reports and dashboards on a routine basis (weekly, monthly, quarterly). Utilize tools like Microsoft Power BI, Excel, and contract management software to analyze service data, visualize results, and communicate insights. 
  • Highlight achievements, flag any deviations in performance, and recommend improvements backed by data.
• Stakeholder Collaboration: 
  • Collaborate with internal stakeholders (e.g., Technology operations, business unit leaders, and the Service Excellence Manager) to ensure vendor services align with business needs. 
  • Communicate openly about vendor performance, upcoming changes, or potential risks. Facilitate regular meetings or service reviews with vendors and internal teams to foster transparency and partnership.
• Vendor Onboarding & Offboarding: 
  • Serve as the primary point of contact for all external resource onboarding and offboarding requests (activation/deactivation). Ensure timely, accurate documentation and coordination with internal stakeholders (HR, TO Security, Compliance, etc.).
  • Maintain an up-to-date capacity and resource roster for each vendor, tracking changes in real time.
• Collaboration with SAFE Agile & Waterfall Teams: 
  • Interface with cross-functional teams practicing SAFe Agile and Waterfall methodologies. Work independently to align vendor deliverables, timelines, and communication channels with each methodology’s requirements. 
  • Ensure vendors adhere to relevant processes (e.g., sprint planning, stage-gate approvals) for smooth integration.
• Independent Problem Solving: 
  • Work independently with minimal supervision to resolve vendor-related issues. Take a proactive approach to problem-solving by quickly addressing service interruptions or compliance issues, escalating when necessary, and following up to ensure issues are fully resolved.
• Change Compliance & Continuous Improvement Focused: 
  • Apply IT Service Management best practices in all vendor oversight activities. Ensure vendors adhere to ITSM processes (such as incident, problem, and change management procedures) in line with the company’s standards. Leverage ITSM knowledge to improve coordination between vendor support teams and internal IT teams.
  • Identifying opportunities for continuous improvement to ensure efficiency in the operations of the team and partnership with other dependent teams
• Oracle Cloud Tools, Integration Tools & Vendor Estimate Validation: 
  • Leverage in-depth knowledge of Oracle Cloud Tools and relevant integration platforms to ensure vendor-driven solutions and support align with business needs. 
  • Evaluate vendor estimates and proposals with a critical eye for feasibility and cost-effectiveness—providing constructive, data-driven feedback to vendors and internal stakeholders. 
  • Use strong analytical and negotiation skills to challenge unrealistic timelines or costs and maintain accountabilities for all contracted deliverables.

REQUIRED SKILLS:

• Bachelor’s degree in Information Technology, Business Administration, or a related field. 
• 5+ years of experience in Technology application development, Technology service delivery, or a similar senior analyst role.
• Proven track record in managing relationships and contracts with Technology service providers.
• Expert in Microsoft Power BI and Excel for data analysis and visualization. 
• Familiarity with major vendors (such as Infosys, Oracle, etc.) and understanding of how to ensure vendor accountability and performance.
• Hands-on experience tracking SLAs and KPIs, with the ability to interpret service agreements and performance data. 
• Strong skills across the full Microsoft Office Suite (Word, PowerPoint, Outlook, Excel, etc.), with the ability to leverage these tools for stakeholder communication, reporting, and collaboration.
• Experience producing performance reports and presenting findings to management.
• Strong understanding of Technology Service Management processes and frameworks (e.g., ITIL).
• Ability to integrate ITSM principles into vendor management and service improvement initiatives.
• Excellent analytical skills with keen attention to detail for identifying trends and root causes in service data. 
• Able to effectively liaise between vendors and internal teams, write clear reports, and present information to stakeholders at various levels.
• Highly self-driven and capable of working with minimal supervision. Demonstrated ability to take initiative, prioritize tasks, and manage time effectively in a dynamic, fast-paced environment.
• Familiarity with Oracle Cloud products and different integration platforms. 
• Comfortable evaluating vendor estimates for resource allocation and deliverable timelines to ensure alignment with realistic project outcomes.

PREFERED SKILLS: 

• Certification in ITIL or another relevant ITSM framework is strongly preferred. Extensive experience with ITSM tools (such as ServiceNow, BMC Remedy, or Jira) is a plus.
• Experience creating interactive dashboards in Power BI or similar BI tools for executive reporting. Familiarity with leveraging data to drive vendor performance discussions.
• Background in process improvement methodologies (e.g., Lean Six Sigma) or prior experience leading continuous improvement projects.
• Prior experience managing contracts and performance for a portfolio of IT vendors of various sizes. Exposure to both large enterprise vendors and smaller specialized service providers is beneficial.
• A master’s degree in technology, analytics, or a related field is preferred.

WORK ENVIRONMENT:

This position offers a hybrid work arrangement, combining remote work with on-site presence. (four days in office & one day work from home)

The Service Excellence Analyst should be adaptable to working independently off-site while maintaining strong communication with the team and coming on-site to build relationships and engage in critical in-person sessions.

Note: This role is crucial for ensuring that our Technology service vendors deliver exceptional value and adhere to both SAFe Agile and Waterfall project needs. Candidates should be prepared to act as a leader in vendor management practices, champion service excellence, and drive improvements that positively impact overall Technology service delivery. This role provides an opportunity to influence how our organization collaborates with key Technology organization partners and to make a significant impact on service quality and efficiency.

About Company

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